Medical Support Assistant (Advanced)

VA Detroit; Shakopee (MN); On-site; USD 52,000 - 69,000; Full time

Job summary

Join a leading healthcare organization as a Medical Support Assistant (Advanced) in Shakopee, MN, where you will play a crucial role in managing patient appointments, processing information, and ensuring efficient healthcare delivery. This full-time position offers a competitive salary and opportunities for professional growth within the VA system.

Qualifications

• Proficient in written and spoken English.
• Six months of clerical or customer service experience required.
• Must be able to manage multiple tasks efficiently.

Responsibilities

• Manage patient scheduling and customer service for the clinic.
• Assist with clinic access contingency plans.
• Generate patient workload reports and monitor clinical activity.

Skills

Customer Service

Organizational Skills

Communication

Education

High School Diploma or equivalent

Experience in clerical or administrative work

Job description

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Summary

The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Clinic Shakopee MN VA- Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List , patient processing and customer service.

Summary

The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Clinic Shakopee MN VA- Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List , patient processing and customer service.

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Duties

Major Duties

• The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.
• The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.
• The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
• He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• The MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• The MSA participates in the daily team let huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage.
• Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care.
• The ability to distribute and balance the workload among employees in accordance with established work flow or job specialization , assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy.
• Incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas.
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
• Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor and Health Administration Service/Business Office generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting.
• Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor.
• Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedules appointments and utilize the EWL accurately in a timely manner.
• Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity.
• Incumbent must maintain the ability to perform the varied and complex duties of each of the Program Support Assistants (Care Facilitators) and the Medical Support Assistants in the Clinical Support Section located in various clinical areas throughout the medical center, some of campus or on irregular tours.
  
  

Work Schedule: Monday-Friday- To be determined upon hire

Compressed/Flexible: Not Authorized

Telework: Not Eligible

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

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Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  
  

Qualifications

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***

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 and Education
• Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
• Education: One year above High School; OR
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification: None Required
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

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

Medical Support Assistant (Advanced) GS-6

Experience: One year of experience equivalent to the GS-5 grade level, which includes, but not limited to: 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; and Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
  
  

The full performance level of this vacancy is GS-06.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

References: VA Handbook 5005/117 Part II, Appendix G45

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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• Help Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

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Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Resume
• SF-50/ Notification of Personnel Action
  
  

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement.
• Performance Appraisal
• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action
• Transcript
  
  

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

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