Medical Support Assistant

Veterans Health Administration • Alamosa, CO

7d • Onsite

About The Position

The Medical Support Assistant (MSA) performs duties related to receiving, intake, and indexing health and administrative information. The role uses personal computer and VistA applications and is responsible for scheduling appointments in accordance with VHA national scheduling guidelines, including interpreting and verifying provider orders.

The MSA schedules and reschedules appointments, refers patients to medical specialty clinics, assists patients with complaints, and interacts with internal and external customers. The position reviews and documents clinical and administrative electronic health records, obtains medical information from patients, and coordinates information and actions related to patient care and services. The MSA refers questions about medical attention to appropriate health care staff; advises clinical staff on administrative processes; answers telephone, secure-message, and chat inquiries; greets patients; and relays messages to appropriate staff. Other duties may be assigned to support efficient and effective operations.

This is a full-time, permanent position. The work schedule will be determined upon selection. The position is not virtual, remote, or eligible for telework. The full performance level is GS-05, and selection may be at GS-03 through GS-05. The work is primarily sedentary, with some walking, standing up and sitting down to retrieve items, carrying papers or folders, and crouching or bending to file documents and attend to supplies. No special physical demands are required.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate, unless covered by the applicable grandfathering provision.
• Proficiency in spoken and written English.
• For GS-04, one year of creditable experience equivalent to GS-03 or one year of education above high school, plus the required knowledge, skills, and abilities.
• For GS-05, one year of creditable experience equivalent to GS-04 or two years of education above high school, plus the required knowledge, skills, and abilities.
• Ability to meet, communicate, and interact courteously and helpfully with people from varied 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 fax programs.
• For GS-04, knowledge of basic medical terminology; skill recording patient messages and understanding physician follow-up requests; and the ability to use office automation equipment and software.
• For GS-05, advanced medical terminology knowledge sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients; customer-service skills; ability to enter, modify, and retrieve sensitive medical and patient identifying information; ability to schedule appointments in a clinical setting and work independently; and effective, professional communication in person, electronically, and by telephone.
• Complete required background/security investigation, onboarding, identification, application documentation, and seasonal influenza vaccination requirements.
• Males born after December 31, 1959 must meet Selective Service registration requirements.
• May be required to serve a one- or two-year trial period, as applicable.
• If using post-high-school education to substitute for experience, submit the required transcript.

Responsibilities

• Receive, intake, and index health and administrative information.
• Schedule and reschedule appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Refer patients to other medical specialty clinics.
• Provide patients with information to help resolve complaints and refer medical-attention questions to appropriate health care staff.
• Review and document clinical and administrative electronic health records and obtain medical information from patients.
• Coordinate information and actions related to patient care and services.
• Advise clinical staff on current administrative processes.
• Answer telephone calls, secure messages, and chat messages; greet patients; and relay messages to appropriate staff.
• Perform other duties as assigned to ensure efficient and effective operations.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Eligible employees may receive credit toward annual leave accrual based on prior work or military service, subject to approval.
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the 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 income and other eligibility criteria.
• Traditional federal pension with five-year vesting and a 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