Medical Support Assistant

Veterans Health Administration • White City, OR

6d • Onsite

About The Position

The Medical Support Assistant (MSA) performs duties related to receiving, intaking, and indexing health and administrative information. The incumbent uses personal computer applications and numerous VistA applications. Duties may be performed in a Clinic Based Outpatient Clinic (CBOC), telephone call center, or inpatient or outpatient clinic.

The MSA advises clinical staff on administrative processes; answers phones; greets patients; relays messages; and schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. The role coordinates administrative functions for emergency and non-emergency transfers to VA facilities or private hospitals and determines appointment type based on patient eligibility. The incumbent plans and organizes work to meet local and VA-wide deadlines, completes analyses, reports, and special assignments, and refers non-routine or highly technical problems to a supervisor. The MSA reports backlogs and deadline or information-gathering difficulties and maintains confidentiality while communicating with physicians, case managers, and other allied health professionals.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. The full-performance level is GS-05; the vacancy may be filled at GS-03 through GS-05.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency, or qualifying proficiency certificate, unless covered by the grandfathering provision.
• For GS-4, one year of creditable experience equivalent to GS-3 or one year of education above high school, plus the specified knowledge, skills, and abilities.
• 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.
• GS-4 abilities include basic medical terminology; recording patient messages and understanding physician follow-up requests; courteous communication with people from varying backgrounds and health care team members; and navigating office automation equipment and software.
• GS-5 abilities include advanced medical terminology; customer service and referral of concerns; use of computerized systems to enter, modify, and retrieve sensitive medical and patient identifying information; appointment scheduling; independent performance of varied patient support duties; and professional communication in person, electronically, and by telephone.
• Completion of the required application steps and online assessment.
• Subject to background and security investigation and required onboarding.
• Male applicants born after December 31, 1959, must be registered with Selective Service.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Physical requirements are governed by VA Directive and Handbook 5019.
• Submit education transcripts or other required evidence when relying on education to qualify.

Nice To Haves

• One year of experience in a medical or clinic setting involving appointment scheduling, specialty-clinic referrals, insurance documentation, electronic health record documentation, and advanced medical terminology.

Responsibilities

• Receive, intake, and index health and administrative information using PC and VistA applications.
• Advise clinical staff on current administrative processes.
• Answer phones, greet patients, relay messages to appropriate staff, and communicate with patients and health care team members.
• Schedule appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on patient eligibility status.
• Plan and organize work to meet local and VA-wide time frames, including completing analysis requirements, reports, and special assignments.
• Refer non-routine and highly technical problems to the supervisor.
• Report backlogs, difficulties meeting deadlines, uncooperative physicians, and difficulty obtaining information from clinicians or records.
• Maintain confidentiality of information obtained in the course of required duties.
• Communicate with physicians, case managers, and other allied health professionals using sound interpersonal skills.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service.
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family-income and other eligibility limits.
• Traditional federal pension with five-year vesting and 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