Medical Support Assistant

US-Department-of-Veterans-Affair; Fort Bliss (TX); On-site; USD 35,000 - 52,000; Full time

Job summary

The Department of Veterans Affairs is seeking a Medical Support Assistant for the Community Care Service in the Ft. Bliss area. The role supports patient access, consults, and scheduling, impacting patient care flow within CCS and EPVAHCS.

Qualifications include a high school diploma or equivalent; no mandatory experience. Proficiency in English is required. Training will cover clinic functions, data systems, and front desk duties to support physicians and staff.

Qualifications

• Basic requirements include U.S. citizenship and English proficiency.
• Education options include a high school diploma or GED, or equivalent.
• One year of education above high school may be substituted for experience.

Responsibilities

• Assist in scheduling and rescheduling patient appointments according to clinic needs.
• Utilize patient data systems to schedule treatment and annotate records.
• Perform front desk duties, answer calls, and greet visitors to the MSA unit.
• Review patient records, demographics, and insurance information for scheduling and physician orders.

Skills

Medical terminology

Customer service

Typing 50 WPM

Teamwork

Education

High school diploma or GED

Two years post-secondary education

Tools

Microsoft Word

Excel

Job description

The position is located in the Department of Veterans Affairs, Veteran Health Administration (VHA), El Paso VA Health Care System (EPVAHCS), Community Care Service (CCS), in Ft. Bliss, Texas. The Incumbent serves as a Medical Support Assistant (MSA) in CCS and will be involved in administrative aspects of patient access, consults and scheduling for the service. Their work has a direct effect on patient care, the patient flow, and processes within CCS.

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.

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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.
• Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for 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).

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

GS-3

None beyond the basic requirements.

GS-4

Experience: One year of creditable experience equivalent to the next lower grade (GS-3). Experience includes, but is not limited to: applying general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients; utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records; perform front desk duties, receives telephone call, and visitors to the MSA unit; make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification; consult with clinic staff when processing physician scheduling and administrative orders.

OR, Education: One year of education above high school. (Transcript Required)

Demonstrated Knowledge, Skills, and Abilities.

• 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.

GS-5

Experience: One year of creditable experience equivalent to the next lower grade (GS-4). Experience includes, but is not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; 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; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.

OR, Education: Two years of education above high school. (Transcript Required)

Demonstrated Knowledge, Skills, and Abilities.

• 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.

Preferred Experience

• Experience in customer service and knowledge of medical terminology
• Ability to type 50 WPM
• Ability to work in a team environment
• Experience in Microsoft Word and Excel

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-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Physical Requirements

The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunction with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.