Intermittent Medical Support Assistant

U.S. Department of Veterans Affairs; East Orange (NJ); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Regular salary increases

Ad-hoc telework options

Job summary

U.S. Department of Veterans Affairs is seeking a Medical Support Assistant in East Orange, NJ. This role involves assisting Veterans with medical care, scheduling appointments, and collaborating with healthcare teams. Qualifications include a high school diploma and citizenship. The position offers a competitive salary and is open until December 31, 2026, considering applicants for GS-3 to GS-5 levels. The schedule is Monday to Friday with variable 4-hour shifts. Training in medical terminology and customer service required.

Qualifications

• Be a citizen of the United States.
• No experience required.
• English proficiency required.

Responsibilities

• Assist Veterans seeking medical care.
• Schedule medical appointments and manage patient information.
• Collaborate with medical team for continuity of care.

Skills

Ability to communicate effectively

Knowledge of basic medical terminology

Skill in customer service

Ability to operate computerized programs

Ability to work independently

Education

High school diploma or equivalent

Job description

Summary

Open continuous announcement until December 31st, 2026. Qualified applicants will be considered and referred as vacancies become available. The VA NJ Healthcare System has multiple intermittent vacancies for a Medical Support Assistant position with the Community Care unit at the East Orange & Lyons VAMC.

Qualifications

• Citizenship: Be a citizen of the United States. Non‑citizens may be appointed when it is not possible to recruit qualified citizens, in accordance with 38 U.S.C. §7407(a).
• No experience required.
• Education: High school diploma, GED, or a proficiency certificate from a State or territorial‑level Board or Department of Education.
• Licensure/Certification/Registration: None.
• Physical Requirements: See VA Directive and Handbook 5019 – Employee Occupational Health Service for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. §7403(f).
• Grade Level GS‑3: Experience or Education – None beyond the basic requirements.
• GS‑4: One year of creditable experience equivalent to the next lower grade, OR one year of education above high school.
• GS‑5: One year of creditable experience equivalent to the next lower grade, OR two years of education above high school.
• Demonstrated Knowledge – Skills – and Abilities:
  • Ability to meet, communicate, and interact with individuals from varying backgrounds and other healthcare team members in a courteous and helpful manner to facilitate medical care for patients.
  • Ability to use and navigate between various types of office automation equipment and software, including computer systems, web‑based scheduling programs, insurance collection systems, scanning software, multiple‑line phone systems, and electronic faxing programs, to support patient care.
  • Knowledge of basic medical terminology to assist in the provision of care to patients.
  • Skill in recording patient messages and understanding physician requests pertaining to follow‑up medical care in internal or external clinics.
• Demonstrated Knowledge – Skills – and Abilities (continued):
  • Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient‑identifying information (PII) in electronic health records, scheduling systems, and reports.
  • Advanced knowledge of medical terminology specific to understanding medical diagnoses and procedures, sufficient to communicate clinical staff instructions to patients.
  • Ability to schedule medical appointments in a clinical setting.
  • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
  • Ability to communicate effectively and professionally, in person, electronically, and/or by telephone, with internal and external customers.
  • Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
• Full performance level of this vacancy is GS 5.
• The actual grade at which an applicant may be selected for this vacancy is in the range of GS‑3 to GS‑5.

Duties

• The Medical Support Assistant (MSA) is a staff position located under the Medical Administrative Services (MAS) at VA NJ Health Care System (VA NJHCS).
• The VA NJHCS is an integrated level of two comprehensive healthcare facilities: East Orange & Lyons, and ten Community Based Outpatient Clinics (CBOCs) located throughout the State.
• Duties include, but are not limited to: receiving, admitting, scheduling, and providing assistance and direction to Veterans seeking medical care.
• The MSA also functions as a fully qualified typist and possesses excellent communication skills.
• Assures that all practice areas are adequately covered; the assigned workload is accomplished within the time frame allotted by setting priorities and meeting deadlines, adjusting the flow and sequencing of work to meet team and patient needs and ensuring that each patient is courteously served.
• Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care.
• Evaluates patient information and clinic schedule lists to determine whether the patient is vested.
• Educates providers about shared patients (those who receive their care at multiple i/A's or who have care in the community) and brings it to the attention of the provider.
• The incumbent demonstrates performance and leadership that is broad enough to improve the care of a group of patients.
• Works collaboratively with community care clinical team to ensure the completion of all steps necessary for timely access to care in the community for approval care.
• The incumbent will be responsible for coordinating care and communicating with the Third‑Party Administrator (TPA‑Optum) during the entire process from beginning to end.
• The incumbent will be responsible for ensuring that documents related to the Veterans care from the community are scanned into CPRS in a timely manner.
• The incumbent is responsible for monitoring, trending, and analyzing data, interpreting VA handbooks and directives regarding access/performance improvement and patient flow issues.
• Collaborates with the facility Access Coordinator.
• Monitors progress of reviews and follows up on action items to ensure completion in a timely manner.
• Core elements of performance include knowledge and active participation in unit/program level quality improvement processes and initiatives, as well as customer service programs.
• Work schedule: Monday‑Friday 4‑hour tours may vary depending on the needs of the service.
• Pay: Competitive salary with regular salary increases; a higher step rate may be determined after consideration of higher or unique qualifications or special needs of the VA.
• Telework: Ad‑Hoc Functional Statement #: 24924F.