Medical Support Assistant (Scheduling Support)

Veterans Health Administration • Madison, WI

6d • Onsite

About The Position

The incumbent serves as a Medical Support Assistant in the Scheduling Support Section within the Chief of Staff Office at the Madison VA Hospital and Clinics in Madison, Wisconsin. The position provides primary administrative support to the unit by overseeing appointment scheduling, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. The role is full-time, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. The full performance level is GS-05, and the selected grade may range from GS-03 to GS-05.

Requirements

• U.S. citizenship is required, with limited statutory exceptions for non-citizens when qualified U.S. citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate; alternatively, two years of education above high school may meet the GS-5 grade requirement.
• For GS-5 qualification through experience, one year equivalent to GS-4 experience involving relevant patient support, scheduling, records, insurance, or customer interaction duties; no experience is required for the basic MSA requirement.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently while performing a wide variety of patient support duties.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.
• Customer service skills, including identifying customer concerns and referring them to appropriate staff as needed.
• Must complete required application steps and online assessment; background/security investigation and onboarding are required.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• Work involves mainly sedentary activity, with some bending, walking, standing, and carrying light items such as patient records, sterile supplies, and mail.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults.
• Enter no-show information.
• Monitor appointment requests from multiple electronic sources.
• Participate in huddles with other Medical Support Assistants and/or clinic staff to determine daily clinic needs.
• Monitor outpatient appointments in areas of responsibility.
• Verify and update patient demographic and insurance information.
• Interpret and verify provider orders in accordance with VHA national scheduling guidelines.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

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