Medical Support Assistant

Veterans Health Administration • Spirit Lake, IA

6d • Onsite

About The Position

The Medical Support Assistant (MSA) provides medical administrative support to one or more outpatient clinics and is an integral member of the clinic team to effectively carry out day-to-day administrative operations of the clinic. The MSA is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, patient, patient caregiver and/or representative. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional healthcare that improves their health and well-being.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• All qualifying experience you possess must be clearly described in your application package.
• We will not make assumptions when reviewing applications.
• Failure to clearly demonstrate your experience in your application package may result in disqualification.
• All applicants are encouraged to submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document.
• Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
• Medical Support Assistant (Entry Level) GS-3 Experience or Education: None beyond the basic requirements.
• Medical Support Assistant (Developmental Level) GS-4 Experience: One year of creditable experience equivalent to the next lower grade.
• Demonstrated Knowledge, Skills, and Abilities: Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
• Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
• Ability to use, and navigate between, various types of office automation equipment and software (i.e., computer systems, web-based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
• Medical Support Assistant (Full Performance Level) GS-5 Experience: One year of experience equivalent to the GS-4 grade level.
• Demonstrated Knowledge, Skills, and Abilities: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Nice To Haves

• One year of education above high school. (TRANSCRIPTS REQUIRED) .
• Two years of education above high school (TRANSCRIPTS REQUIRED) .

Responsibilities

• Works collaboratively in an in disciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients.
• Demonstrates substantial skill in planning, organizing, problem solving, and decision making.
• Maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills.
• Provides administrative support to our clinical colleagues in the care of our Nation's Veterans.
• Utilizes a variety of patient data systems and is responsible for performing scheduling functions including appointment scheduling/rescheduling, and cancellations, providing reception to incoming and outgoing customers and communication, appointment check in/out, verification and disposition of provider orders, manual and electronic data entry, reviewing, updating patient demographics, insurance verification, as well as reviewing and dispositioning Message Manager and Secure Messages.
• Receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Schedule the patient's future appointments with appropriate clinical team members.
• Organizes paperwork required for the examination.
• Request medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care.
• Able to interpret and communicate requirements of VHA Scheduling Directives and policies, such as scheduling appointments, VistA Scheduling Enhancement (VSE), Integrated Scheduling Solution (ISS), Oracle Cerner, Consult Tracking Manager (CTM), Consult Toolbox (CTB), Virtual Care Manager (VCM), Patient Check In (PCICSV), VEText, Audiocare, Telehealth Management Platform (TMP), Scheduling Manager, Insurance Capture Buffer (ICB), Message Manager and Secure Messaging with the assistance of a more senior AMSA or Supervisor.
• Appointments will be made with the patient's input, either in person, over the phone, or through written communication.
• This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic.
• Notify his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• Daily review of return to clinic orders, queries, and referrals.
• May be required to enter electronic work order requests for the area they are supporting.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
• Contact the hiring agency for more information on the specific benefits offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED