Medical Support Assistant

Veterans Health Administration • Columbia, MO

11d • Onsite

About The Position

The Medical Support Assistant serves in the Clinical Support/Imaging Department at the Harry S. Truman Veterans Medical Center in Columbia, Missouri. The role supports the administrative aspects of patient care, including access, appointment scheduling and coordination using advanced clinic access principles, collection and updating of demographic and insurance information, patient processing, and customer service. The incumbent also helps ensure compliance, reporting, and quality-assurance requirements are met. These activities affect the revenue cycle, patient access to care, hospital performance goals and objectives, and the Veterans Health Administration’s public image.

The position requires courteous, timely communication with patients and staff, including screening and responding to phone calls while following privacy rules and established clinic processes. The employee participates in daily huddles and team meetings concerning patient care planning and management, except when staff shortages require coverage. The work schedule is 11:30 a.m. to 8:00 p.m., Monday through Friday. Telework and virtual work are not available. The full-performance level is GS-5, and selection may be at GS-3 through GS-5.

Requirements

• U.S. citizenship, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• Proficiency in spoken and written English.
• No experience is required for the basic GS-3 qualification.
• 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-5, one year of creditable experience equivalent to the next lower grade or two years 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 follow-up requests; ability to interact courteously with people from varied backgrounds and health-care team members; and ability to use and navigate office automation equipment and software.
• For GS-5, advanced medical terminology knowledge; customer-service skills to identify concerns and refer them appropriately; ability to use computerized systems to enter, modify, and retrieve sensitive medical and patient-identifying information; ability to schedule medical appointments in a clinical setting; ability to work independently on varied patient-support duties; and professional communication skills in person, electronically, and by telephone.
• Must complete the required application steps and online assessment.
• Subject to background and security investigation and online onboarding requirements.
• Must participate in the seasonal influenza vaccination program as a condition of employment.
• Must serve a one- or two-year trial period.
• If using post-high-school education to substitute for GS-5 experience, submit an unofficial or official college transcript with the application.
• Selected applicants must provide acceptable documentation verifying high-school completion or equivalent before a firm job offer, unless covered by the grandfathering provision.
• Foreign education used to meet qualifications must be accompanied by a Certificate of Foreign Equivalency.

Nice To Haves

• Good customer-service skills.
• Computer experience.
• Experience with basic receptionist duties.
• Experience answering multi-line phones.
• Flexibility with hours.

Responsibilities

• Schedule appointments, including interpreting and verifying provider orders.
• Support clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other clinics when staffing or coverage conflicts arise.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide requested information in accordance with privacy rules and clinic processes.
• Participate in daily huddles and team meetings concerning patient care planning and management, except when staff shortages require coverage.
• Perform receptionist duties and provide excellent customer service.
• Interact with employees and clinical and administrative staff in Primary and Specialty areas.
• Collect and update patient demographic and insurance information, process patients, and support patient access.
• Help ensure compliance, reporting, and quality-assurance requirements are met.

Benefits

• Federal employees receive access to a comprehensive benefits package; specific benefits and eligibility depend on position type and should be confirmed with the hiring agency.
• Selected applicants may qualify to receive credit for prior work or military service when determining annual-leave accrual, subject to request and approval before the appointment date.

What This Job Offers

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