Medical Support Assistant

Veterans Health Administration; Iron Mountain (MI); On-site; USD 38,000 - 52,000; Full time

Job summary

Veterans Health Administration at Oscar G. Johnson VA Medical Center seeks a Medical Support Assistant to support telephone operations, scanning, and mail processing. The role emphasizes patient interaction and efficient office workflow in a clinical setting.

The MSA position is entry to full performance level, with responsibilities expanding as experience grows, including independent scheduling and information management within electronic health records systems.

Qualifications

• High school diploma or equivalent is required.
• English proficiency is required for communications with patients and staff.
• U.S. citizenship is required for appointment.
• Qualifications may be met under Grandfathering provisions for current VA employees.

Responsibilities

• Operate computer systems to enter, modify, and retrieve patient data and scheduling information.
• Support patient care by handling messages, appointments, and follow up coordination.
• Assist with scanning, mail processing, and office automation tasks to streamline operations.
• Provide courteous, professional customer service to internal and external customers.

Skills

Customer service

Telephone support

Office software

Scanning

Education

High school diploma

GED/Equivalent

Tools

Scheduling software

Electronic faxing

EHR systems

Job description

The incumbent serves as a Medical Support Assistant (MSA) in the VA Community Care Department at the Oscar G. Johnson VA Medical Center. The MSA is responsible for a range of duties related to telephone support and management, scanning, and receiving and processing of all mail.

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.
• CITIZENSHIP: Citizen of the United States.
• ENGLISH: MSAs must be proficient in spoken and written English.
• 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. 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

• This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision.
• Experience or Education: None beyond the basic requirements.

GS-4

• This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks.
• Experience: One year of creditable experience that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position and that is equivalent to the next lower grade level (GS-3) OR Education: One year of education above high school. (TRANSCRIPTS REQUIRED).
• Demonstrated Knowledge, Skills, and Abilities:
• 1. 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.
• 2. 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.
• 3. Knowledge of basic medical terminology to assist in the provision of care to patients.
• 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5

• This is the full performance level for MSAs. At this level, the MSA is expected to independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.
• Experience: One year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments OR Education: Two years of education above high school. (TRANSCRIPTS REQUIRED).
• Demonstrated Knowledge, Skills and Abilities:
• 1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron health records, scheduling systems, and/or reports.
• 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• 3. Ability to schedule medical appointments in a clinical setting.
• 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• 6. 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/. The full performance level of this vacancy is GS05. The actual grade at which an applicant may be selected for this vacancy i