Medical Support Assistant

Veterans Health Administration • White River Junction, VT

12d • Onsite

About The Position

The Medical Support Assistant (MSA) serves in Nursing, Acute Care services at the White River Junction VA Medical Center as part of VISN 1, VA New England Healthcare System. The position provides administrative support to improve scheduling and communication integrity across services, working collaboratively within an Interdisciplinary Coordinated Care delivery model, such as a Patient Aligned Care Team or Specialty Care setting. The MSA is based in the inpatient medical-surgical unit and may provide coverage as needed in acute care services, including the emergency department, intensive care unit, and medical-surgical areas.

The role involves patient scheduling and registration, maintaining patient demographic and insurance information, handling communications, and supporting day-to-day clinic operations. The position is full-time, 40 hours per week, Monday through Friday, 8:00 a.m. to 4:30 p.m. The vacancy may be filled at GS-03 through GS-05, with GS-05 as the full performance level.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• For GS-04 consideration: one year of creditable experience equivalent to the next lower grade or one year of education above high school, plus the stated knowledge, skills, and abilities.
• For GS-04: knowledge of basic medical terminology; skill recording patient messages and understanding physician follow-up requests; courteous communication with people from varied backgrounds and health care team members; and ability to use and navigate office automation equipment and software.
• For GS-05 consideration: one year of creditable experience equivalent to the next lower grade or two years of education above high school, plus the stated knowledge, skills, and abilities.
• For GS-05: advanced medical terminology knowledge; customer-service skills to identify and refer concerns; ability to use computerized systems to enter, modify, and retrieve sensitive medical and personally identifying information; ability to schedule clinical appointments; ability to work independently across a wide range of patient-support duties; and effective, professional communication in person, electronically, and by telephone.
• Complete the required application steps and online assessment; comply with applicable Selective Service registration requirements; and be subject to a background/security investigation.
• Complete required onboarding and provide acceptable identification for pre-employment requirements.
• Pass a pre-employment physical evaluation and participate in the seasonal influenza vaccination program.
• Serve a one- or two-year trial period, during which continued employment is evaluated.
• Submit a transcript if education is used to meet qualification requirements.

Nice To Haves

• Three to five years of administrative experience in a healthcare setting.
• Customer service experience.
• Current or former VHA employees in this occupation may qualify under the stated grandfathering provision if they meet its criteria.

Responsibilities

• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memoranda as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide requested information in accordance with privacy rules and clinic processes.
• Enter data accurately into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of data entry.
• Promote Veteran registration for and use of My HealtheVet.
• Stock basic office supplies for the clinical area.
• Schedule appointments accurately, including for Veterans seeking emergent or urgent care.
• Use call lists and telephone Veterans to pre-register them before scheduled visits.
• Update patient demographic information.
• Communicate and interact with patients in a manner appropriate to the cognitive, emotional, and chronological maturation needs of adult and geriatric patients.
• Ensure appropriate VA forms are used and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to support efficient daily operations.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests from electronic sources.
• Review patient records and verify demographics and insurance information, including at appointment check-in.
• Coordinate administrative functions related to emergency and non-emergency transfers to other VA facilities or private hospitals.
• Refer questions regarding medical attention to the appropriate health care team member.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with 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 family income and other conditions.
• Traditional federal pension, with five-year vesting, and 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 can be carried into retirement.

What This Job Offers

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