Medical Support Assistant

Veterans Health Administration • Biloxi, MS

7d • Onsite

About The Position

The Medical Support Assistant Call Center Agent works in the Office of Community Care Call Center at the Gulf Coast Health Care System in Biloxi, Mississippi. The role supports healthcare delivery by handling appointment scheduling and related administrative work, maintaining patient information, responding to calls, and coordinating with clinical staff and other organizations. The full performance level is GS-05, and applicants may be selected at GS-03 through GS-05. At the entry level, MSAs receive frequent guidance and supervision; at the full-performance level, they independently perform a broad range of patient-support duties and advise clinical staff on administrative processes.

The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. The schedule may be changed by a supervisor to meet facility needs. Telework and virtual work are not available. Work is primarily sedentary but also involves standing, walking, bending, twisting, and carrying light items.

The position requires U.S. citizenship, proficiency in written and spoken English, and a high school diploma, GED, or state/territorial proficiency certificate. No experience is required for the basic requirements. Higher grade levels may require qualifying administrative experience or education above high school, along with the specified knowledge, skills, and abilities. Applicants using education to qualify must submit transcripts. Customer service experience is preferred.

Requirements

• U.S. citizenship, subject to the stated exception under VA policy for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Ability to communicate courteously and helpfully with individuals and healthcare team members.
• Ability to use computer systems and office automation tools to enter, modify, and retrieve administrative and patient information.
• Ability to learn and use medical terminology and record patient messages and physician requests concerning follow-up care.
• For GS-04, either one year of qualifying clerical, office, customer service, or administrative experience, or one year of education above high school, plus the specified KSAs.
• For GS-05, either one year of experience equivalent to GS-04 or two years of education above high school, plus the specified KSAs.
• For GS-05, ability to use computerized programs and systems to handle sensitive medical and patient-identifying information; knowledge of medical terminology; ability to schedule appointments and work independently; effective professional communication; and customer-service skills to identify concerns and refer them for resolution.
• Resume must include hours per week for work experience credit.
• Must complete applicable pre-employment requirements, background/security investigation, and online onboarding; acceptable identification is required.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.

Nice To Haves

• Customer service experience.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consultations.
• Interpret and verify provider orders and schedule appointments according to VHA scheduling guidelines.
• Enter no-show information and monitor appointment requests, electronic wait lists, and outpatient appointments in assigned areas.
• Verify and update patient demographics and insurance information.
• Process emergency and non-emergency transfers to a triage nurse and coordinate administrative functions relating to transfers to other VA facilities or private hospitals.
• Work with appropriate clinics and communicate with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Perform computerized data entry and use patient data systems to enter, modify, and retrieve patient information.
• Participate in problem-solving and provide input on operational issues and procedures.
• Review patient information and clinic schedules for compliance with VHA scheduling rules and directives.
• Provide customer service, answer incoming telephone calls, greet patients, and relay messages to appropriate staff.
• Ensure outpatient appointments are scheduled and documented according to applicable VHA outpatient scheduling processes and procedures.
• Review patient records for necessary information and consult clinic staff when processing scheduling and administrative orders.

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.
• Up to 12 weeks of paid parental leave after 12 months of employment, subject to the stated conditions.
• 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 federal 401(k) contributions of up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many programs may be continued into retirement.
• Potential annual leave accrual credit based on prior federal service or military service, subject to approval.

What This Job Offers

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