Medical Support Assistant

U.S. Department of Veterans Affairs; Jackson (MS); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off 37-50 days/year

Federal employment benefits

Job summary

U.S. Department of Veterans Affairs is seeking a Medical Support Assistant to screen calls for the Community Care Service and perform a range of administrative tasks supporting patient care and scheduling in inpatient and outpatient settings.

The role requires strong English communication, basic medical terminology, and proficient use of office software. Responsibilities include front desk duties, appointment coordination, and data entry in patient records to ensure efficient care flow.

Qualifications

• U.S. citizenship (citizenship requirement)
• High school diploma or GED or equivalent
• Proficient in spoken and written English
• Ability to meet qualification standards for VA
• Two levels of education/experience progression (GS-03 to GS-05)

Responsibilities

• Screen and route incoming calls for Community Care Service
• Document patient contact and updates in CPRS or tracking systems
• Schedule, reschedule, and coordinate patient appointments
• Verify demographics and insurance information
• Coordinate administrative functions related to patient care and transfers
• Provide front desk support and assist clinic staff as needed

Skills

Medical terminology

Patient communication

Customer service

Computer systems

Scheduling appointments

Independent work

Multi-tasking under pressure

Education

High school diploma or GED

Two years of higher education

Tools

CPRS / EHR systems

Scheduling software

Insurance verification systems

MS Office

Job description

Summary
The Medical Support Assistant is responsible for screening incoming calls to the Community Care Service and carrying out a variety of administrative and technical duties in support of the department. Provides administrative coordination of patient care - appointments - and logistical factors associated with direct patient care - inpatient and outpatient.

Summary
The Medical Support Assistant is responsible for screening incoming calls to the Community Care Service and carrying out a variety of administrative and technical duties in support of the department. Provides administrative coordination of patient care - appointments - and logistical factors associated with direct patient care - inpatient and outpatient.
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

• 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
• 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
• 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)
• 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-03: Entry Level Experience or Education: None beyond the basic requirements
• Assignment: Employees at this grade level serve in a MSA entry-level developmental position
• This is an entry level MSA position
• It is expected that MSAs at this level will receive guidance from more experienced staff members and require frequent and direct supervision
• At this level - MSAs apply general rules and policies relating to clinic functions - staff - and automated data processing methods in support of treatment to patients
• They utilize a variety of patient data systems in scheduling patients for treatment and annotate patient records
• They perform front desk duties - receive telephone call - and visitors to the MSA unit
• They make and cancel appointments - review patient records for necessary information - and review patient demographics and insurance verification
• They consult with clinic staff when processing physician scheduling and administrative orders
• GS-04: Developmental Experience
• One year of creditable experience equivalent to the next lower grade.OREducation
• One year of education above high school
• Assignment
• This is a developmental level MSA position
• It is expected that MSAs at this level will receive minor and less frequent guidance from higher experienced staff members for more difficult tasks
• Assignments at this level include - but are 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 VA Handbook 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
• MSAs at this level refer all questions regarding medical attention to the appropriate health care team member
• Demonstrated Knowledge - Skills - and Abilities
• In addition to the experience or education above - the candidate must demonstrate the following KSAs: 1) Knowledge of basic medical terminology to assist in the provision of care to patients
• 2) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• 3) 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
• 4) 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-05: Full Performance Experience: One year of creditable experience equivalent to the next lower grade
• OR Education
• Two years of education above high school
• 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 healthcare 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 - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA 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
• 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.)
• Demonstrated Knowledge - Skills - and Abilities
• In addition to the experience or education above - the candidate must demonstrate the following KSAs: 1) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• 2) 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) 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) Ability to schedule medical appointments in a clinical setting
• 5) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• 6) Ability to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Preferred Experience: At least 1 year call center/customer service experience
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is 5
• The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 5
• Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation - see Duties section for essential job duties of the position
• May require standing - lifting - carrying - sitting - stooping - bending - puling - and pushing
• May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment
• Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions
• the area is adequately lighted - heated - and ventilated
• However - the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

Duties

• Total Rewards of a Allied Health Professional Duties include - but are not limited to: a
• Screens/receives phone calls in a courteous and timely manner - determine the nature of requests and provide the information desired using privacy rules and established clinic processes
• Incumbent will document in Computerized Patient Record System (CPRS) or other tracking system patient contact until resolved
• b
• Accepts telephone calls to the Community Care department regarding outpatient inquiries Utilizing \"administrative\" systems knowledge in assessing patient/caller needs - practices independent decision-making - coordinates care needs - and direct problem resolution as appropriate
• c
• Determines the nature of the call and assists with communicating needs regarding Community Care and Urgent Care eligibility - consults - referrals - authorizations - appointments - etc
• and/or refers the call to the appropriate clinical or administrative personnel
• d
• Sets the tone for perception concerning quality of healthcare services at the VA
• A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment
• e
• Utilizes computer technology to ensure continuity or care through accurate patient information - communication and documentation
• f
• Prioritizes and makes decisions based on the caller needs - forwarding calls to RN for patients/callers who potentially have an emergent or urgent care need
• g
• Updates/verifies patient information/demographics and insurance information as needed
• h
• Cancels/reschedules community care outpatient appointments in accordance with VHA national and local scheduling guidelines and consistently uses established documentation guidelines
• The use of automated tracking tools as well as computers to perform a wide variety of recordkeeping - correspondence - tracking operations is required
• Skilled in data entry to manipulate and correct information in various databases or records
• i
• Acts as a patient advocate and tries to resolve patient needs to the best of their ability and/or notifies Supervisor of issues
• j
• Schedules appointments accurately in a timely manner
• All appointments will be made with the patient's input - either in person or by phone
• This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible
• Work Schedule: Monday - Friday - 8:00 am - 4:30 pm - subject to change based on the needs of the facility
• Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Appointment Above Minimum Rate)
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 00169F
• 00170F
• 00171F Permanent Change of Station (PCS): Not Authorized