Medical Support Assistant

Veterans Health Administration • Iowa City, IA

14h • Onsite

About The Position

The Medical Support Assistant (MSA) serves in the Surgical Care Service Line at the Iowa City VA Health Care System’s Iowa City campus. The MSA handles the receipt, intake, and indexing of health and administrative information, using personal computer applications and multiple Vista applications. The role includes scheduling appointments and consults, interpreting and verifying provider orders according to VHA national scheduling guidelines, and supporting patient care operations. The full performance level is GS-5; the vacancy may be filled at GS-3 through GS-5. Work is scheduled Monday through Friday, either 7:30 a.m.–4:00 p.m. or 8:00 a.m.–4:30 p.m. Telework is unavailable, and this is not a virtual position.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• 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; for GS-5, one year of creditable experience equivalent to the next lower grade or two years of education above high school. GS-3 requires no experience or education beyond the basic requirements.
• Knowledge of basic medical terminology; advanced medical terminology knowledge is required for GS-5 duties involving diagnoses and procedures.
• Ability to record patient messages and understand physician requests related to follow-up care in internal or external clinics.
• Ability to interact courteously and helpfully with people from varying backgrounds and healthcare team members.
• Ability to navigate office automation equipment and software, including computer systems, scheduling programs, insurance collection systems, scanning software, multiple-line phones, and electronic faxing programs.
• For GS-5, customer-service skill, ability to identify customer concerns and refer them to appropriate staff, and ability to operate computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information.
• For GS-5, ability to schedule medical appointments, work independently across a wide range of patient-support duties, and communicate effectively and professionally with internal and external customers.
• Subject to background/security investigation and required online onboarding; an online assessment is required.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.
• If using post-high-school education to substitute for experience at GS-4 or GS-5, submit an unofficial or official transcript with the application.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults in accordance with VHA national scheduling guidelines.
• 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 demographic and insurance information.
• Process emergency and non-emergency transfers to other VA facilities or private hospitals.
• Perform basic eligibility, copay, and preauthorization requirements for specific coverage.
• Answer phones, greet patients, and relay messages to appropriate staff.
• Interview patients about appointments, refer patients to other medical specialty clinics, and provide information to resolve VA Handbook complaints.
• Review and document medical outpatient and inpatient electronic health records and administrative records.
• Use office automation equipment and software to support patient care, including computer systems, web-based scheduling programs, insurance collection systems, scanning software, multiple-line phone systems, and electronic faxing programs.
• Communicate with patients, clinical staff, and internal and external customers in person, electronically, and by telephone.

Benefits

• Federal employees and their families have access to a comprehensive benefits package.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to request and approval before appointment.

What This Job Offers

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