Medical Support Assistant - Mental Health

Veterans Health Administration • Minneapolis, MN

6d • Onsite

About The Position

The Medical Support Assistant serves in the Mental and Behavioral Health Service Line at the Minneapolis VA Health Care System, Minneapolis campus. The role supports patient care by scheduling and coordinating appointments and consults, handling patient and coverage information, and working collaboratively with an expanded health care team that includes psychiatrists, psychologists, pharmacists, social workers, and behavioral health staff. The position may be filled at GS-3 through GS-5, with GS-5 as the full performance level. More difficult assignments are performed with guidance from experienced staff. Additional duties may be assigned.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. The occupational series may be eligible for the Student Loan Repayment Program, subject to program requirements, including a three-year service agreement and acceptable performance.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under applicable law.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• No experience is required for the basic requirements; grade-specific experience or education requirements apply for GS-4 and GS-5.
• For GS-4, one year of creditable experience equivalent to the next lower grade, or one year of education above high school, plus the listed knowledge, skills, and abilities.
• For GS-4, ability to interact courteously and helpfully with people from varying backgrounds and health care team members; navigate office automation equipment and software; use basic medical terminology; and record patient messages and understand physician follow-up requests.
• For GS-5, one year of creditable experience equivalent to the next lower grade, or two years of education above high school, plus the listed knowledge, skills, and abilities.
• For GS-5, ability to use computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information; advanced medical terminology knowledge; ability to schedule medical appointments; ability to work independently across varied patient-support duties; professional communication skills; and customer-service skills to identify concerns and refer them appropriately.
• Must complete the required application steps and online assessment, and meet applicable background, security, onboarding, identification, and influenza vaccination requirements.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Physical requirements are governed by VA Directive and Handbook 5019; a pre-employment examination or evaluation may be required.

Responsibilities

• Schedule appointments by interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Schedule, cancel, and reschedule telehealth and/or clinic appointments and consults.
• Enter no-show information and monitor the electronic wait list.
• Prepare for clinic visits and monitor inpatient and outpatient appointments for assigned areas.
• Ensure encounter forms are completed to obtain appropriate workload credit.
• Verify and update patient demographics and insurance information.
• Perform basic eligibility, copay, and preauthorization requirements for specific coverage.
• Work collaboratively with psychiatrists, psychologists, pharmacists, social workers, behavioral health staff, and other health care team members.

Benefits

• Potential eligibility for the Student Loan Repayment Program, with repayment limited to $40,000 annually and $100,000 over a lifetime, subject to program conditions.
• Federal employee benefits package; specific benefits depend on position type and eligibility.
• Potential credit toward annual leave accrual for qualifying prior federal or military service, subject to approval.

What This Job Offers

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