Medical Support Assistant

US-Department-of-Veterans-Affair; Lubbock (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking a Medical Support Assistant (MSA) at the Lubbock VA Outpatient Clinic to support patient care within a PACT or Specialty Care team.

This entry‑level clerical role requires basic education; no prior experience is needed for GS-3/4, with growth to GS-5 possible based on demonstrated abilities. The MSA will perform clerical duties, manage patient messages, schedule appointments, and handle electronic records, contributing to efficient patient flow

Qualifications

• Meet and interact with diverse patients and staff.
• Use office automation and scheduling software.
• Understand basic medical terminology.
• Record patient messages and physician requests.

Responsibilities

• Enter, modify, and retrieve patient information in electronic health records.
• Schedule medical appointments.
• Coordinate patient messages and follow-up care.
• Provide courteous, professional assistance to internal and external customers.
• Maintain accurate patient contact and appointment details.

Skills

Interpersonal skills

Office software

Medical terminology

Patient communication

Education

High school diploma

GED equivalency or proficiency certificate

Tools

Scheduling software

Electronic records entry

Faxing programs

Phone systems

Job description

The Medical Support Assistant (MSA) is a highly specialized position and performs multiple duties. The incumbent may serve as a Clerk in a VHA Patient Aligned Care Team (PACT) or a Specialty Care Support Team, s/He works at the Lubbock VA Outpatient Clinic at the U.S Department of Veteran Affairs (VA) Medical Center, Amarillo VAHCS.

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.
• 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
• 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

Experience or Education: None beyond the basic requirements.

GS-4

Experience. One year of creditable experience equivalent to the next lower grade (GS-3).

OR

Education. One year of education above high school.

Demonstrated Knowledge, Skills, and Abilities.

• 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.
• 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.

GS-5

Experience: One year of creditable experience equivalent to the next lower grade (GS-4).

OR

Education. Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities.

• 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.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• 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.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Preferred Experience

• 1 year experience working in a clinical environment coordinating clinic schedules for providers (e.g. medical doctors, nurse practitioners, physician assistants, psychologists/psychiatrists).
• 1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.
• 1 year experience with medical terminology in a interdisciplinary coordinated care delivery model.
• 1 year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g. telephone and/or e-mail).
• 1 year experience with documenting appropriate information into an electronic medical record.

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 in the range of GS-3 to GS-5.

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 conjunctions 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.