Medical Support Assistant

Veterans Health Administration • Berea, KY

2d • Onsite

About The Position

The Medical Support Assistant (MSA) position is located at a two-divisional teaching hospital affiliated with the University of Kentucky Medical Center within the U.S. Department of Veterans Affairs Health Care System in Lexington, Kentucky. The incumbent will be assigned to a Community Based Outpatient Clinic (CBOC) in Berea. The full performance level is GS-05, and applicants may be selected at GS-03 through GS-05.

At GS-05, the MSA schedules appointments and consults, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. The role supports clinic operations and patient flow, prepares for clinic visits, maintains patient demographic and insurance information, and handles basic eligibility, copay, and pre-authorization requirements. Work is mainly sedentary, with some bending, walking, standing, and carrying patient records, supplies, or inter-office mail.

The work schedule may include varying tours, including weekends, evenings, nights, and holidays, and may vary according to patient volume and service needs. Telework and virtual work are not available. The position is in the Excepted Service and includes a one- or two-year trial period.

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, or qualifying state or territorial proficiency certificate; applicants using post-high-school education as a substitute for experience must provide the required transcript documentation.
• Proficiency in spoken and written English.
• For GS-05 qualification, one year of experience equivalent to GS-04 or two years of education above high school.
• Demonstrated advanced medical terminology knowledge sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Customer-service skill, including identifying customer concerns and referring them to appropriate staff for resolution.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, or reports.
• Ability to schedule medical appointments in a clinical setting and work independently across a wide range of patient-support duties.
• Ability to communicate effectively and professionally with internal and external customers.
• Meet pre-employment requirements, including background/security investigation, onboarding, and required identification documentation.
• Participation in the VA seasonal influenza vaccination program is required.
• Serve a one- or two-year trial period, subject to written certification for continued employment.
• Physical requirements include some bending, walking, standing, and carrying patient records, supplies, and inter-office mail.

Nice To Haves

• Scheduling experience using computer systems or electronic health records.
• Medical terminology experience.
• Medical office experience.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults in accordance with VHA national scheduling guidelines.
• Interpret and verify provider orders.
• Prepare for clinic visits and ensure encounter forms are completed to obtain appropriate workload credit.
• Verify and update patient demographic and insurance information.
• Perform basic eligibility, copay, and pre-authorization requirements for specific coverage.
• Support the clinic team in coordinating and assisting with appropriate patient flow.
• Interview patients, refer them to other medical specialty clinics, and provide information to help resolve policy complaints.
• Review and document medical outpatient and inpatient electronic health records and administrative records.
• Obtain medical information from patients and coordinate information and actions related to patient care and services.
• Communicate professionally with internal and external customers in person, electronically, and by telephone.

Benefits

• Competitive salary and regular salary increases.
• 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.
• Potential credit toward annual leave accrual based on prior work or military service experience.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Child care subsidy may be available after 60 days for qualifying full-time employees, subject to family-income and other eligibility limits.
• 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 may be carried into retirement.

What This Job Offers

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