Medical Support Assistant

Veterans Health Administration • Brainerd, MN

4d • Onsite

About The Position

The Medical Support Assistant (MSA) works in the Primary Care and Specialty Care Integrated Clinical Communities at the Brainerd VA Health Care System. The MSA is the first administrative point of contact for Veterans, family members, and other visitors contacting the facility, and provides administrative support to clinical staff and Veterans while overseeing daily scheduling and clerical functions across both communities.

The role supports access to care through appointment scheduling, call handling, secure messaging, medical record updates, information coordination, and other administrative services. The MSA works with clinical teams to route inquiries appropriately, identify urgent concerns for clinical staff, maintain continuity of care, and help ensure that required documentation and orders are processed accurately. The position is onsite, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m.; telework and virtual work are not available.

Requirements

• U.S. citizenship is required, 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/territorial proficiency certificate.
• Proficiency in written and spoken English.
• For GS-4: one year of creditable experience equivalent to the next lower grade, or one year of education above high school, and the listed knowledge, skills, and abilities.
• For GS-5: one year of creditable experience equivalent to the next lower grade, or two years of education above high school, and the listed knowledge, skills, and abilities.
• Ability to interact courteously and helpfully with people from varying backgrounds and health care team members.
• Ability to use and navigate office automation equipment and software, including computer systems, web-based scheduling programs, insurance collection systems, scanning software, multiple-line phone systems, and electronic faxing programs.
• Knowledge of basic medical terminology; advanced medical terminology knowledge is specified for GS-5 duties and qualifications.
• Skill in recording patient messages and understanding physician requests concerning follow-up care.
• Ability to operate computerized systems to enter, modify, and retrieve sensitive medical and identifying information in electronic health records, scheduling systems, and reports.
• Ability to schedule medical appointments in a clinical setting, work independently across varied duties, communicate professionally in person, electronically, and by phone, and identify and refer customer concerns appropriately.
• Must complete required application steps and an online assessment; subject to background and security investigation and online onboarding.
• Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Selected applicants must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.
• A pre-employment examination or evaluation is required; physical requirements are governed by VA Directive and Handbook 5019.

Nice To Haves

• Preferred experience in customer service, medical knowledge and terminology, multitasking, prioritizing workload, and strong teamwork.

Responsibilities

• Serve as the first administrative point of contact for Veterans, families, visitors, and callers.
• Provide clerical and administrative support to clinical staff and Veterans, including scheduling support across Primary Care and Specialty Care areas.
• Communicate courteously and professionally with Veterans, visitors, employees, and health care team members; maintain Veteran rights, confidentiality, and individuality.
• Resolve issues at the lowest appropriate level and in a timely manner, while maintaining appropriate boundaries in interactions with Veterans.
• Use medical terminology to direct callers to appropriate assistance and screen calls to determine whether a nurse, provider, or other professional should respond.
• Participate in team huddles and meetings, independently follow up on action items, share information, and collaborate to support continuity of care.
• Manage Secure Messages and Message Manager requests for the assigned team by completing requests or forwarding them to appropriate staff.
• Serve as the department’s administrative contact for scheduled and unscheduled visits; adapt to changes in schedules and workload and assist teammates.
• Prepare reports in various formats and present data to organizational stakeholders.
• Maintain and secure medical records in accordance with HIPAA and enter appropriate information into the Veterans’ electronic medical record.
• Ensure appropriate forms and documents are presented, sent, or completed by Veterans.
• Facilitate and track requests for records and documents from outside facilities through the Release of Information process.
• Provide clerical support to assigned areas and staff, set deadlines and priorities, and adjust workflow to meet workload needs.
• Obtain and monitor office services, supplies, and equipment.
• Update Veteran demographic and related information, including address, phone number, insurance, preferred communication method, and guardianship reminders.
• Respond to inquiries through Secure Messaging, Message Manager, VAR, VEText, letters, and phone calls; document messages in CPRS and alert appropriate clinical staff when needed.
• Recognize urgent inquiries and refer them to clinical staff for immediate action; handle requests related to tests, medications, appointments, and other care questions within the role’s scope.
• Provide support to the PC ICC Call Center, including in support of SC ICC, during staffing shortages or high call volumes; answer incoming calls and perform assigned monthly administrative duties.
• Coordinate and assist with department services, programs, and outreach events.
• Participate in encounter closeout and follow the PCMM process for assigning and reassigning Veterans to Primary Care Providers.
• Process health care provider orders accurately and seek clarification when needed.
• Multitask and respond to changing priorities in high-stress situations.

Benefits

• A comprehensive federal employee benefits package is available; eligibility depends on position type and other factors, and applicants are directed to consult the agency for details.

What This Job Offers

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