Medical Support Assistant

US-Department-of-Veterans-Affair; Baltimore (MD); On-site; USD 32,000 - 42,000; Full time

Job summary

The U.S. Department of Veterans Affairs in the United States seeks a Medical Support Assistant (Inpatient Ward Clerk) to provide comprehensive administrative support within Health Administration Service.

The role requires handling appointments, patient check-ins, and communications with clinical staff, while maintaining patient data integrity and supporting daily clinic operations.

Qualifications

• Experience not required; education: high school diploma or GED.
• Strong knowledge of medical terminology and patient interactions.
• Ability to use scheduling and health information systems.

Responsibilities

• Answer phones and greet patients in a courteous manner.
• Schedule, cancel, and reschedule appointments and/or consults.
• Enter or update patient demographics and insurance information.
• Assist with coordinating transfers and admissions as needed.

Skills

Medical terminology

Customer service

EHR data entry

Appointment scheduling

Independent working

Professional communication

Education

High school diploma or GED

Job description

The purpose of the position is to serve as an Medical Support Assistant, also known as Inpatient Ward Clerk in Health Administration Service. The incumbent is responsible for a wide range of assignments and provides administrative support to the section.

Basic Requirements

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

Experience and Education

• Experience: No experience required.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. (SEE ADDITIONAL INFORMATION UNDER EDUCATION SECTION)

Certification

None required.

Grandfathering Provision

See under Education Section.

Foreign Education.

See under Education Section.

Physical Requirements. See under Education Section.

See under Education Section.

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 3.j.

GRADE REQUIREMENTS: See information under Education Section.

Grade Determinations:

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

Medical Support Assistant, GS-05.

Experience or Education.

Experience.

One year of creditable experience equivalent to the next lower grade (GS-04). Examples of creditable experience include but are not limited to: interviewing patients for appointments; referring patients to other medical specialty clinics; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; and scheduling appointments in accordance with VHA national scheduling guidelines.

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.

Assignment

This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, and scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

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.