Medical Support Assistant

Veterans Health Administration • Sioux Falls, SD

7d • 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, carrying out day-to-day administrative operations and coordinating information among professional staff, patients, caregivers, and representatives. The role supports timely patient care through appointment management, reception, customer service, and administrative coordination. The full performance level is GS-5; selection may be at GS-3 through GS-5.

The MSA maintains clinic schedules, communicates with patients and clinical colleagues, manages appointment check-in and check-out, verifies and processes provider orders, updates patient demographics, verifies insurance, and handles messages. The position uses patient data and scheduling systems to coordinate care, including consultations, procedures, tests, and records requests. Appointments are arranged with patient input and may require coordination to reduce unnecessary trips to the medical center or clinic. The MSA escalates clinic access problems or scheduling issues that cannot be resolved within mandated timeframes.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is unavailable; this is not a virtual position. The position is subject to a one- or two-year trial period and requires a pre-employment examination or evaluation.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate; transcripts are required.
• Proficiency in spoken and written English.
• For GS-4: one year of creditable experience equivalent to the next lower grade or one year of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-4: knowledge of basic medical terminology; ability to record patient messages and understand physician requests for follow-up care; courteous communication with people from varied backgrounds and healthcare team members; and ability to use and navigate office automation equipment and software.
• For GS-5: one year of experience equivalent to GS-4 or two years of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-5: advanced medical terminology knowledge; customer-service skill and ability to refer customer concerns appropriately; ability to enter, modify, and retrieve sensitive medical and identifying information in electronic health records, scheduling systems, and reports; ability to schedule medical appointments; ability to work independently across varied patient-support duties; and ability to communicate professionally in person, electronically, and by telephone.
• Submit a transcript with the application when using education to qualify.
• Meet background and security investigation requirements and complete the online onboarding process and pre-employment identification requirements.
• Male applicants born after December 31, 1959, must be registered with Selective Service.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Complete all application requirements listed in the announcement's Required Documents section.
• Serve a one- or two-year trial period, during which continued employment is evaluated.
• Clearly document all qualifying experience in the application package; applicants are encouraged to submit responses to each KSA on a separate document.

Responsibilities

• Perform receptionist, customer service, and administrative duties to support timely patient treatment.
• Maintain appointment schedules for one or more outpatient clinics and schedule, reschedule, and cancel appointments.
• Provide reception and communication for incoming and outgoing customers, including appointment check-in and check-out.
• Verify and disposition provider orders; perform manual and electronic data entry; review and update patient demographics; and verify insurance.
• Review and disposition Message Manager and Secure Messages.
• Answer phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Schedule future appointments with appropriate clinical team members, using patient input and coordinating appointments to avoid unnecessary trips where possible.
• Organize paperwork required for examinations and request medical records from community healthcare facilities.
• Schedule consultation appointments, special procedures, and testing, including laboratory, radiology, CPAP, PFT, pulmonary, and other clinic services.
• Use patient data systems and scheduling tools, and interpret and communicate VHA scheduling directives and policies with assistance from a more senior AMSA or supervisor.
• Notify a supervisor when clinic access is inadequate or a patient cannot be scheduled within mandated clinic timeframes.
• Review return-to-clinic orders, queries, and referrals daily.
• Enter electronic work-order requests for the supported area when required.
• Work collaboratively in an interdisciplinary care delivery model and provide administrative support to clinical colleagues caring for Veterans.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.
• 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.
• Possible 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 child-care subsidy after 60 days of employment, subject to family-income and other eligibility limits.
• 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