Medical Support Assistant

U.S. Department of Veterans Affairs; Ann Arbor (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

U.S. Department of Veterans Affairs in Ann Arbor, MI is seeking a Medical Support Assistant to provide essential administrative and clerical support within Patient Care Services at the LTC Charles S. Kettles VA Medical Center.

The role requires strong knowledge of medical terminology, customer service, and proficiency with electronic health records and scheduling systems. You will work as part of a healthcare team to ensure timely admissions, transfers, and accurate patient information handling.

Qualifications

• Knowledge of medical terminology to support patient care.
• Strong customer service and communication with diverse patients.
• Ability to schedule appointments and manage patient flow.
• Understanding of HIPAA and patient privacy requirements.
• Experience entering data into electronic health records and scheduling systems.
• Ability to work independently and prioritize multiple tasks.

Responsibilities

• Provides excellent customer service at the nursing station.
• Serves as the receptionist and triages inquiries for the ward.
• Processes admissions, transfers, and discharges in the EHR.
• Maintains patient records per Privacy Act and HIPAA rules.
• Coordinates with housekeeping and nursing staff for bed status.
• Assists with orientation and on-the-job training of new staff.
• Part of emergency response and codes, handling calls and traffic.

Skills

Medical terminology

Customer service

Communication skills

HIPAA compliance

Data entry / PII handling

Independent work

Education

High school diploma / GED

Tools

EHR systems

Scheduling software

Office automation

Phone systems

Scanning software

Job description

Summary

The incumbent serves as a Medical Support Assistant (MSA) to Patient Care Services for the LTC Charles S. Kettles VA Medical Center. The MSA performs a full range of administrative and clerical duties as a member of the healthcare team.

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
• English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC
• 7403(f)
• 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: Medical Support Assistant - GS-3: Experience or Education
• None beyond the basic requirements
• Medical Support Assistant - GS-4:Experience
• One year of creditable experience equivalent to the next lower grade
• OR Education
• One (1) year of education above high school
• Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all of the KSAs below: 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
• Ability to meet - communicate - and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients
• Ability to use - and navigate between - various types of office automation equipment and software (i.e
• computer systems - web-based scheduling programs
• insurance collection system
• scanning software - multiple line phone systems
• electronic faxing programs) to support patient care
• Medical Support Assistant - GS-5:Experience
• One year of creditable experience equivalent to the next lower grade
• Qualifying specialized experience includes: scheduling - canceling - re-scheduling patient's appointments and/or consults
• interviewing patients for appointments
• referring patients to other medical specialty clinics
• providing information to patients necessary to resolve complaints
• reviewing and documenting medical outpatient and inpatient health records
• verifying third party insurance and updating information
• OR Education
• Two (2) years of education above high school
• Demonstrated Knowledge - Skills - and Abilities: Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• 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
• 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
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-5. Interchange Agreement: Applicants must be eligible under the VA Interchange Agreement - having served continuously for at least one year in the other merit system under this interchange agreement
• For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/.

Duties

• Duties Provides excellent customer service
• serves as the receptionist for the nursing station with the ability to determine the nature of calls and answering questions of visitors to the ward
• Responds appropriately and assure that all messages are communicated in a timely manner Processes all admissions and transfers in EHR Processes all discharges and transfers to other VA facilities or to private hospitals Handles all patient information in accordance with provisions of the Privacy Act Accurately and timely processes patient information (admits - discharges - appointments - and transfers) Communicates with housekeeping and nursing staff of beds and other areas of the ward/unit that need attention Submits work orders and contacts appropriate staff when requested for emergency repairs or special requests Accurately maintains and reviews patient's medical record according to set procedures Able to retrieve existing documents in Electronic Health Record Assists with the orientation/on the job training of new staff
• Acts as a member of the emergency team in cases of codes - disasters - fire or other emergencies by handling phone calls - directing traffic - and functioning in whatever capacity is needed during the emergency
• In addition: Demonstrates Courtesy and Professionalism
• Shows courtesy - respect - and a positive attitude toward patients - co-workers and the public
• Provides front-line assistance to customers with questions or concerns
• Identifies Customers' Concerns
• Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely
• Facilitates any necessary follow-up so as to ensure satisfactory resolution
• Operates Computerized Programs
• Utilizes computerized programs and databases in order to enter - modify - and retrieve sensitive information and various data into or from electronic medical records - scheduling systems - and/or reporting formats
• Utilizes such programs and databases to make appointments in the inpatient setting
• Maintains patient confidentiality with written and verbal information - per HIPAA requirements
• Applies Knowledge of Medical Terminology
• In the particular inpatient area supported - demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility
• Works Independently
• Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks - to include setting priorities and coordinating work
• Employee Education
• Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor Work Schedule: Full Time
• Shifts: Day (7:30 AM - 4:00 PM) Afternoon Shift (3:30 PM - 12:00 AM) Midnight (11:30PM - 8:00 AM) - days of the week will vary - Training may be on any shift
• May be required to/must be willing to work rotating weekends and holidays Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: Medical Support Assistant/GS0679-5 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required