Medical Support Assistant

US-Department-of-Veterans-Affair; Ann Arbor (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

VA Ann Arbor Healthcare System is hiring a Medical Support Assistant for the Clinical Access Management Service at the Lieutenant Colonel Charles S. Kettles VA Medical Center in Ann Arbor, Michigan. This role supports the switchboard, ensuring daytime calls are received and routed appropriately.

Applicants pending education or certification completion may be referred and tentatively selected, but may not be hired until requirements are met. The position requires U.S.

Qualifications

• Advanced knowledge of medical terminology sufficient to understand diagnosis and procedures.
• Excellent customer service skills to identify concerns and refer to staff for resolution.
• Ability to operate computerized systems to enter, modify, and retrieve PII and medical data.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently on a wide variety of patient support duties.
• Strong communication skills in person, electronic, and by phone.

Responsibilities

• Receive and route daytime calls to the correct departments.
• Schedule medical appointments and patient consults.
• Assist with collecting insurance documentation and documentation in electronic health records.
• Enter and retrieve sensitive patient information in EHR and scheduling systems.

Skills

Advanced medical terminology

Customer service

Scheduling appointments

Computer literacy

Independent work

Effective communication

Education

High school diploma or GED

Two years of education above high school

Job description

The VA Ann Arbor Healthcare System (VAAAHS) is hiring a Medical Support Assistant for the Clinical Access Management Service at the Lieutenant Colonel Charles S. Kettles VA Medical Center in Ann Arbor, Michigan. This role is essential to the Ann Arbor Switchboard, ensuring that daytime calls are properly received and routed to the correct departments.

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

• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. None
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. (A Transcript or proof of High School Diploma/Equivalent is required if basing any or all qualifications on education)
• Licensure/Certification/Registration. None
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20, 2026) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations

Medical Support Assistant, GS-05 (Full Performance Level)

Experience or Education

(a) Experience. One year of creditable experience equivalent to the next lower grade. Examples of specialized experience at this grade level would include but is not limited to; working in a medical or clinic setting, scheduling appointments, scheduling patient consults to specialty clinics, collecting insurance documentation, documentation in electronic health records, and demonstrating advanced medical terminology.

OR

(b) Education. Two years of education above high school.

Knowledge, Skills, and Abilities (KSAs)

1. (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
2. (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.
3. (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.
4. (d) Ability to schedule medical appointments in a clinical setting.
5. (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
6. (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/.

The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is at the GS-5 level.

Physical Requirements

Typically, the Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.