Summary This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 30, 2027 or until all positions are filled. The Medical Support Assistant is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit], scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoDuties include but are not limited to: Applies VHA scheduling directives and clinic capacity policies to accurately schedule, reschedule, and coordinate appointments with patient input (in person/phone). Manages consults, electronic wait lists (EWL), recalls, administrative transfers, and MyHealtheVet messages; review active/pending consults daily. Monitor access; notify supervisor when access falls below standards or mandated timeframes cannot be met, and implement contingency plans (adjust times/locations, shift patients). Verifies enrollment and eligibility; explain VA's mandate to collect insurance information; collect, scan, and update insurance data to support the Medical Care Cost Recovery Program. Identify third-party insurance coverage; promote patient registration and use of MyHealtheVet (MHV); train others on the Insurance Capture Buffer (ICB) process as needed. Provides information on beneficiary travel and coordinate with Health Benefits Advisor/Member Services for eligibility and means testing. Safeguards confidentiality in accordance with the Privacy Act, HIPAA, FOIA, and 38 U.S.C. §?7332 (drug/alcohol, Sickle Cell, HIV records). Upholds VA regulations, Systems Redesign principles, Medical Center memoranda, and standard operating procedures; adhere to federal privacy standards and ethical conduct at all times. Maintains readiness for Joint Commission inquiries (patients' rights, emergency preparedness, information security, environment of care); identify surveyors and respond appropriately. Demonstrates technical competency in VistA and CPRS; train staff on core scheduling and documentation workflows. Utilizes imaging applications, PC Fax, and related VistA tools; ensure clinical/administrative documents are integrated into CPRS (perform/coordinate scanning). Enters, corrects, and retrieves data in established automated systems; compile data from prescribed sources to verify and locate information. Participates fully in daily teamlet huddles and weekly team meetings for care planning and management; set priorities and deadlines with minimal supervision. Provides administrative support across Primary Care and specialty areas to physicians, PAs, nurses, APRNs, dietitians, social workers, and administrative staff. Coordinates diagnostic testing and consultative appointments across services; interact effectively with VA/non-VA specialists, hospitals, and community programs. Serves as front-line contact; demonstrate tact, diplomacy, compassion, and sensitivity when assisting Veterans and families in person and by phone. Validates and updates demographics during every interaction to reduce returned mail and unsuccessful contact attempts; ensure two-identifier verification (name and SSN or VHIC). Screens and routes calls courteously and timely; provide information consistent with privacy rules and clinic processes. Supports VHA network performance measures (Revenue, Customer Service, Access to Care, Quality); complete and adhere to annual VHA training requirements. Applies quality assurance/performance improvement principles; conduct process checks/studies as required; contribute to Systems Redesign projects. Orients clinical staff to basic administrative policies/procedures for outpatient scheduling and related topics; assist in training other MSA levels. Work Schedule: 8:00 a.m. - 4:30 p.m., Monday through Friday. Work schedule subject to change based on agency needs. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 0000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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. Experience and Education: (1) Experience - Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or (2) Education -Four years above high school; or (3) Experience/Education - Equivalent combination of experience and education. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: One year of experience equivalent to the GS-4 grade level; OR Four years above high school. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs:1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. I understand that I must document this experience in my resume and that failure to do so may result in an ineligible rating. References: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 only. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.
