Summary Surgery Service at the Columbus VA Ambulatory Care Center is seeking to hire a Medical Support Assistant, who will be interpreting and verifying provider orders per VHA scheduling guidelines. Tasks include scheduling and managing appointments, tracking no-shows, monitoring the wait list, preparing clinics, ensuring accurate encounters, updating demographics and insurance, and processing transfers. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Performs receptionist and customer service duties to support timely patient care and manages appointment schedules for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, locations, or dates, and shifting patients to other providers when staffing or coverage conflicts arise. Supports patient safety standards by using two forms of identification, such as name and date of birth; may also use the Veterans Identification Card. Uses each patient interaction to validate and update demographic information in person or by phone, reducing returned mail and failed contact attempts due to incorrect data. Explains VA's mandate to collect insurance information to veterans, families, and eligible patients. Collects, scans, and updates health insurance details, supporting the revenue process by identifying patients with third-party insurance. Promotes veteran registration for and use of My VA Portal (Cerner). As a frontline contact, sets the tone for patient perception of VA healthcare quality. Uses tact and diplomacy with veterans who may have multiple health issues and may be frustrated with administrative processes. Maintains a caring, compassionate, and sensitive manner when explaining procedures to veterans and families in person or by phone. Ensures all required health and administrative documents received are integrated into Powerchart by sending them to the Scanning Department. Screens and receives phone calls courteously and promptly, determines the nature of requests, and provides information according to privacy rules and established clinic processes. Performs additional duties assigned by the supervisor to support efficient daily operations. Interprets and communicates VHA Scheduling Directive requirements and ensures accurate scheduling practices. Schedules appointments and uses the Electronic Waiting List accurately and promptly, coordinating with patients to minimize unnecessary trips to the medical center or clinic. Notifies the supervisor when clinic access is inadequate or when a patient cannot be scheduled within mandated timeframes. Conducts daily review of active and pending referrals, the Electronic Wait List, Recall list, and Audiocare communications for accuracy and appropriate disposition. Independently manages responsibilities with minimal supervision, sets priorities, meets deadlines, and adjusts workflow to meet team and patient needs. Work Schedule: Full Time, Monday - Friday, 8:30AM - 5:00PM Telework: Ad-Hoc (Per agency need) Virtual: This is not a virtual position. Functional Statement #: 93047-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Grade Requirement: GS-05 Experience or Education. Experience. One year of creditable experience equivalent to the next lower grade; OR Education. Two years of education above high school. Knowledge, Skills, and Abilities (KSAs). In addition to the experience [or education] above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. (c) Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. (d) Ability to schedule medical appointments in a clinical setting. (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. (f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. Education You must submit a transcript or diploma/degree if using your education to qualify. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
