Medical Support Assistant

Veterans Health Administration • Grand Junction, CO

7h • Onsite

About The Position

The Medical Support Assistant (MSA) performs duties related to receiving, intake, and indexing health and administrative information, using personal computer applications and multiple VistA applications. The MSA schedules and reschedules appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. The role includes referring patients to medical specialty clinics, providing information to resolve complaints, interacting with internal and external customers, reviewing and documenting clinical and administrative electronic health records, obtaining medical information from patients, and coordinating information and actions related to patient care and services. The MSA refers questions about medical attention to appropriate healthcare staff and advises clinical staff on administrative processes. The position also involves answering telephone, secure messaging, and chat inquiries; greeting patients; and relaying messages to appropriate staff. Other duties may be assigned to support efficient operations.

This is a full-time, permanent position. The announcement is open continuously until September 30, 2027, and qualified applicants may be referred as vacancies arise. The position is not virtual, telework is not authorized, and the work schedule will be determined upon selection. The full performance level is GS-05; selection may be at GS-03 through GS-05. The work is primarily sedentary, with some walking, standing up and sitting down, carrying papers or other items, crouching, and bending when working in nursing units or the emergency department. No special physical demands are required.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED, or qualifying proficiency certificate, unless covered by the applicable grandfathering provision.
• Proficiency in spoken and written English.
• For GS-04: one year of creditable experience equivalent to GS-03 or one year of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-04: basic medical terminology; ability to record patient messages and understand physician requests about follow-up care; courteous communication with people from varying backgrounds and healthcare team members; and ability to use and navigate office automation equipment and software.
• For GS-05: one year of creditable experience equivalent to GS-04 or two years of education above high school, plus the specified knowledge, skills, and abilities.
• For GS-05: advanced medical terminology; customer-service skills to identify and route concerns; ability to enter, modify, and retrieve sensitive patient information in electronic health records and scheduling systems; ability to schedule medical appointments in a clinical setting and work independently; and professional communication with internal and external customers.
• Complete the application, questionnaire, online assessment, and other required application steps and documents.
• Subject to background and security investigation, onboarding requirements, and seasonal influenza vaccination requirements for VA healthcare personnel.
• Serve a one- or two-year trial period, as applicable.

Responsibilities

• Receive, intake, and index health and administrative information using computer and VistA applications.
• Schedule and reschedule appointments in accordance with VHA national scheduling guidelines, including interpreting and verifying provider orders.
• Refer patients to other medical specialty clinics.
• Provide patients with information to help resolve complaints and refer medical questions to appropriate healthcare staff.
• Interact with internal and external customers and communicate professionally in person, electronically, and by telephone.
• Review and document clinical, administrative, outpatient, and inpatient electronic health records and other administrative records.
• Obtain medical information from patients and coordinate information and actions related to patient care and services.
• Advise clinical staff on current administrative processes.
• Answer telephone calls, secure messages, and chat messages; greet patients and relay messages to appropriate staff.
• Perform other assigned duties to ensure efficient and effective operations.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Eligible employees may receive credit toward annual leave accrual for prior work or military service.
• 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 childcare subsidy after 60 days of employment, subject to income and other eligibility requirements.
• 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