Medical Support Assistant

Veterans Health Administration • Jackson, MS

11d • Onsite

About The Position

The Medical Support Assistant (MSA) screens incoming calls to the Community Care Service and performs administrative and technical duties in support of the department. The position coordinates patient care, appointments, and logistical factors associated with inpatient and outpatient direct care. It handles inquiries about Community Care and Urgent Care eligibility, consults, referrals, authorizations, and appointments, documenting patient contacts in CPRS or another tracking system until resolved. The MSA uses administrative systems and independent decision-making to assess caller needs, coordinate care, resolve issues, and refer callers to appropriate clinical or administrative staff. Potentially emergent or urgent care needs are forwarded to an RN.

The MSA updates patient demographic and insurance information; schedules, cancels, and reschedules appointments under VHA guidelines; maintains records and tracking information; and advocates for patients by addressing needs or notifying a supervisor. Appointments are made with patient input and coordinated, when possible, to avoid multiple trips to a medical center or clinic. The role requires tact and diplomacy when supporting veterans, including those frustrated by administrative processes, and accurate use of computer technology to maintain continuity of care.

This is a permanent position at GS-03 to GS-05, with GS-05 identified as the full performance level. The actual grade depends on qualifications. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., and may change based on facility needs. Telework and virtual work are not available. Work is performed in an office or clinic setting and may involve handling several tasks at once in stressful situations. Physical activities may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual tuberculosis screening or testing may be required.

Requirements

• U.S. citizenship, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED, or qualifying state or territorial proficiency certificate.
• Proficiency in written and spoken English.
• No experience is required for the basic requirements; grade-level qualifications vary from GS-03 to GS-05 and may be met through creditable experience or post-high-school education as specified in the announcement.
• For GS-04, one year of creditable experience equivalent to the next lower grade or one year of education above high school; demonstrate basic medical terminology knowledge, ability to record patient messages and understand physician requests, courteous communication with people from varying backgrounds and health care team members, and ability to use office automation equipment and software.
• For GS-05, one year of creditable experience equivalent to the next lower grade or two years of education above high school; demonstrate advanced medical terminology knowledge, customer-service skills, ability to operate computerized programs containing sensitive patient information, ability to schedule medical appointments, independent work ability, and effective professional communication in person, electronically, and by telephone.
• Meet applicable application, onboarding, background/security investigation, identification, and seasonal influenza vaccination requirements.
• Serve a one- or two-year trial period, during which continued employment is evaluated.
• Physical ability to perform relevant work activities, which may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

Nice To Haves

• At least one year of call center or customer service experience.
• Prior work or military service experience may qualify for credit toward annual leave accrual, subject to request and approval.

Responsibilities

• Screen and receive telephone calls courteously and promptly, determine the nature of requests, provide information in accordance with privacy rules and clinic processes, and document patient contacts until resolved.
• Respond to Community Care department inquiries and assess caller needs using administrative systems knowledge and independent decision-making.
• Communicate information about Community Care and Urgent Care eligibility, consults, referrals, authorizations, and appointments, or refer callers to appropriate clinical or administrative personnel.
• Prioritize caller needs and forward calls involving potential emergency or urgent care needs to an RN.
• Use computer technology to maintain accurate patient information, communications, and documentation.
• Update and verify patient demographic and insurance information as needed.
• Schedule appointments accurately and promptly with patient input, coordinating care to avoid multiple trips when possible.
• Cancel and reschedule community care outpatient appointments according to VHA national and local scheduling guidelines and documentation requirements.
• Use automated tracking tools and computer systems for recordkeeping, correspondence, and tracking; enter, manipulate, and correct data in databases and records.
• Act as a patient advocate, resolve patient needs within the role, and notify a supervisor of issues when appropriate.
• Coordinate administrative aspects of patient care and appointments for inpatient and outpatient services.

Benefits

• Competitive salary and regular salary increases; a higher step may be considered for higher or unique qualifications or agency needs.
• 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.
• Eligible employees may receive up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a child care 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 may be continued into retirement.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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