Medical Support Assistant - CITC

Veterans Health Administration • Minneapolis, MN

12d • Onsite

About The Position

The Medical Support Assistant (MSA) works in the Community Care department, providing clerical and administrative support to coordinate patient care and treatment throughout the Minneapolis VHA Community Care referral process. The MSA schedules and monitors appointments and consults, communicates appointment details and preparation instructions to patients and families, and works with providers and clinical staff when clinical guidance is needed. The role supports the accurate movement and documentation of consults, maintains data integrity, and coordinates care across multiple vendors or agencies. The MSA also provides customer service and scheduling guidance to patients, families, agencies, employees, Veterans’ organizations, and medical center staff.

The position follows a Monday-through-Friday, 8:00 a.m.–4:30 p.m. schedule. Telework is ad hoc only; the position is not virtual. The role is at the GS-5 level, with a high school diploma or equivalent as the basic education requirement and no experience required for the basic requirements. GS-5 qualification requires one year of experience equivalent to GS-4 and demonstration of the stated knowledge, skills, and abilities.

The occupational series may be eligible for the Student Loan Repayment Program, with repayment limited to $40,000 annually and $100,000 over a lifetime. Participants must sign a three-year service agreement and maintain acceptable performance to remain eligible; contact [email protected] for details. A 1- or 2-year trial period is required. The position requires U.S. citizenship, written and spoken English proficiency, background/security investigation, and participation in the seasonal influenza vaccination program.

Requirements

• U.S. citizenship; non-citizens may be appointed only when recruiting qualified citizens is not possible under the cited statute.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• Proficiency in written and spoken English.
• For GS-5 qualification, one year of experience equivalent to GS-4, including courteous and helpful interaction with people from varied backgrounds and health care team members; use of office automation equipment and software; basic medical terminology; and recording patient messages and understanding physician requests about follow-up care.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, or reports.
• Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting and work independently on a wide range of patient-support duties.
• Ability to communicate effectively and professionally in person, electronically, and by telephone with internal and external customers.
• Customer-service skill, including identifying customer concerns and referring them to appropriate staff as needed for resolution.
• Complete required application steps and online assessment, and satisfy background/security and onboarding requirements.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Serve a 1- or 2-year trial period, subject to the conditions described in the announcement.

Nice To Haves

• Experience using computers and multiple computer programs.
• Experience coordinating and scheduling medical appointments.
• Student Loan Repayment Program eligibility may be available, subject to program conditions.

Responsibilities

• Schedule and reschedule patient consults and appointments, interpret and verify provider orders, and monitor scheduling processes in accordance with Community Care Process Guides.
• Recognize consult urgency and arrange care accordingly, including outpatient appointments and procedures, inpatient surgery, laboratory tests, and imaging across specialties.
• Communicate appointment details and pre-appointment requirements or instructions to patients and families.
• Refer matters requiring clinical review to the ordering provider or nurse, and identify and communicate patient concerns or needs raised during scheduling conversations.
• Maintain the integrity of databases and data used for administrative and customer-service functions, and use current Community Care software.
• Participate in team huddles and meetings to plan work flow and sequencing around team and patient needs.
• Use consult status to maintain an accurate record as a consult moves from approval through attachment of results.
• Collaborate, communicate, set priorities, and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Work with nursing teams, PACT, or ordering providers when clinical guidance is needed during scheduling.
• Communicate information clearly and promptly among community providers and the VA interdisciplinary team to facilitate access to care.
• Notify VA providers when care cannot be scheduled within the recommended time frame and assist in identifying an alternate location or timely care option.
• Call patients when an appointment was not attended and assist with rescheduling missed or no-show appointments.
• Coordinate multiple Community Care appointments in the correct sequence and timing, including when multiple vendors or agencies are involved.
• Interpret VA guidelines and communicate them to patients, families, agencies, employees, and Veterans’ organizations.
• Provide agency employees with information and guidance about scheduling processes when requested.
• Serve customers courteously, tactfully, and respectfully; provide consistent information under established policies and procedures; and handle conflicts constructively.

Benefits

• Potential eligibility for the Student Loan Repayment Program: up to $40,000 annually and $100,000 in lifetime awards, subject to a three-year service agreement and acceptable performance.
• Federal employee benefits package; specific benefits depend on position type and eligibility.
• 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