Medical Support Assistant

Veterans Health Administration; New Orleans (LA); On-site; USD 35,000 - 52,000; Full time

Job summary

The Veterans Health Administration seeks a Medical Support Assistant (MSA) to support patient care on inpatient units, outpatient clinics, and scheduling call centers.

This role involves answering phones, greeting patients, scheduling appointments, verifying information, and helping staff process administrative tasks within VA healthcare facilities.

Qualifications

• Knowledge of basic medical terminology to assist in patient care.
• Ability to record messages and understand physician follow-up requests.
• Courtesy and professionalism when interacting with diverse patients and health care teams.
• Proficiency in using office automation equipment and scheduling software.

Responsibilities

• Schedule and reschedule patient appointments.
• Answer phones and greet patients in a clinic setting.
• Review patient records and assist with data entry and paperwork.
• Coordinate scheduling and communicate with clinical staff.

Skills

Basic medical terminology

Patient communication

Interpersonal skills

Office software navigation

Education

High school diploma or GED

Tools

None

Job description

The Medical Support Assistant (MSA) performs work relating to the care & treatment given to patients on inpatient units, outpatient clinics, and scheduling call centers.

Basic Requirements

United States 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 and Education

(1) Experience. No experience required (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Certification

None required.

English Language Proficiency

Medical Support Assistants 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

In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit.

GS-03

(a) Experience or Education. None beyond the basic requirements.

(b) 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

(a) Experience. One year of creditable experience equivalent to the next lower grade.

(b) Education. One year of education above high school. Transcript must be submitted.

(c) Assignment. 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.

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
• scheduling appointments in accordance with scheduling guidelines

Candidates must demonstrate all of the KSAs below:

1. 1. Knowledge of basic medical terminology to assist in the provision of care to patients.
2. 2. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
3. 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. 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

GS-05: (a) Experience. One year of creditable experience equivalent to the next lower grade. OR, (b) Education. One year of education above high school. Transcript must be submitted. (c) 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 verif