Medical Support Assistant

Veterans Health Administration • Omaha, NE

11d • Onsite

About The Position

The Medical Support Assistant (MSA) supports the VA Care in the Community (CITC) Program and serves as an initial point of contact for units, clinics, and patients. Under the supervision of the Deputy Chief and Administrative Leadership with VA Care in the Community, the MSA provides clerical and administrative support for coordinating, scheduling, and tracking patient care and treatment throughout the NWI/Community Care office. The position requires practical knowledge of computerized data entry, information-processing systems, and software related to patient care, as well as knowledge of medical terminology and professional telephone etiquette.

The MSA works collaboratively within an interdisciplinary care-delivery model, supports multiple clinics using advanced patient systems, and coordinates with care teams to review clinic utilization and meet patient and team needs. The full performance level is GS-5. The position is 40 hours per week, Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated statutory exception for appointments when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or qualifying proficiency certificate, unless qualifying under the stated grandfathering provision.
• For GS-4: one year of creditable experience equivalent to the next lower grade or one year of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-4: knowledge of basic medical terminology; skill recording patient messages and understanding physician requests for follow-up care; ability to communicate courteously with people from varied backgrounds and healthcare team members; and ability to use and navigate office automation equipment and software.
• For GS-5: one year of experience equivalent to GS-4 or two years of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-5: advanced medical terminology knowledge sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients; customer-service skill, including identifying concerns and referring them appropriately; ability to use computerized systems to enter, modify, and retrieve sensitive medical and identifying information; ability to schedule medical appointments; ability to work independently on varied patient-support duties; and ability to communicate professionally in person, electronically, and by telephone.
• Must complete required application steps, including an online assessment, and provide required documentation.
• Subject to background and security investigation and required online onboarding.
• Participation in the seasonal influenza vaccination program is required for VA healthcare personnel.
• Must serve a two-year trial period, subject to evaluation and written certification for continued employment.
• Selected applicants must complete a pre-employment examination or evaluation.
• If education is used to qualify, submit the required transcripts or other acceptable evidence of education; foreign education must meet stated equivalency requirements.

Nice To Haves

• Highly qualified candidates may be considered for an authorized recruitment incentive (sign-on bonus).
• Relevant prior work or military service may qualify for credit toward annual leave accrual, subject to approval.

Responsibilities

• Provide administrative patient support in collaboration with an interdisciplinary care team.
• Support the CITC Program in accordance with applicable directives, guidelines, local policies, and procedures.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Use advanced patient systems to support multiple clinics and coordinate with care teams to review clinic utilization.
• Schedule Veterans' appointments and consultation appointments, special procedures, laboratory testing, and radiology with community clinics.
• Handle Veteran calls on direct and centralized call lines, including work in a Community Care call center, and direct calls as appropriate.
• Request medical records from community healthcare facilities.
• Scan and process patient-related information.
• Use a multiphone line system and apply professional phone etiquette.
• Adjust work flow and sequencing to meet team and patient needs.
• Assist the team in reinforcing care plans and self-help solutions.
• Document appropriate information in the electronic record.
• Monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
• Manage patient systems to verify and validate information accuracy and resolve issues.
• Review patient information and pending and active consult lists to determine whether patients require immediate appointments.
• Perform other duties as assigned.

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.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with 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 limits.
• Traditional federal pension with five-year vesting and federal 401(k), with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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