Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Wailuku (HI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Federal health/vision/dental insurance

Retirement/401K benefits

Job summary

U.S. Department of Veterans Affairs is seeking Medical Support Assistants for the Pacific Islands Health Care System and Community Based Outpatient Clinics. The role focuses on technical support to clinicians and patient flow, with responsibilities spanning scheduling, data entry, and insurance coordination.

Applicants must meet basic federal requirements including citizenship and English proficiency. The position emphasizes teamwork, accuracy in processing records, and a commitment to patient

Qualifications

• English proficiency in spoken and written form as required by VA standards.
• Strong communication skills across multiple disciplines of care.
• Ability to prioritize tasks and manage patient information accurately.

Responsibilities

• Schedule appointments and verify provider orders according to scheduling guidelines.
• Manage patient flow, including entering no-show data and updating appointment lists.
• Verify demographics and insurance information and handle transfers between facilities.
• Perform basic eligibility and preauthorization tasks for coverage.
• Provide customer service and maintain clinic appointment schedules.
• Explain VA insurance data collection to patients and families.

Skills

English proficiency

Communication

Team collaboration

Attention to detail

Education

High school diploma or GED equivalent

Job description

The Medical Support Assistants (MSAs) - assigned to Pacific Islands Health Care System - to include Community Based Outpatient Clinics (CBOC) - are responsible for performing a variety of technical support duties that facilitate the work of physicians - physician assistants - nurses - nursing assistants - and other members of the medical facility who provide direct patient care. MSAs are considered chief sources of patient care and patient flow of information.

The Medical Support Assistants (MSAs) - assigned to Pacific Islands Health Care System - to include Community Based Outpatient Clinics (CBOC) - are responsible for performing a variety of technical support duties that facilitate the work of physicians - physician assistants - nurses - nursing assistants - and other members of the medical facility who provide direct patient care. MSAs are considered chief sources of patient care and patient flow of information.

Qualifications

Basic Requirements:

• 1
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• 2
• English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f)
• 3
• Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• Grandfathering Provision: 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)
• Employees in VHA in this occupation - under a permanent - appropriate - and legal placement on the effective date of the qualification standard - are considered to have met all qualification requirements for the grade and/or assignment held - including positive education and registration/certification where applicable
• For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed - the following provisions apply: Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation
• NOTE: This provision is not intended to regularize appointments/ placements
• Grade Determinations: Medical Support Assistant (Advanced) - GS-6 Experience: One year of creditable experience equivalent to the next lower grade
• Knowledge - Skills - and Abilities (KSAs): In addition to the experience above - the candidate must demonstrate the following KSAs: 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
• 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 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major Duties include but are not limited to the following: Schedules appointments - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• Schedules - cancels - re-schedules patient's appointments and/or consults
• enters no-show information
• monitors the electronic wait list
• prepares for clinic visits
• monitors both inpatient and outpatient appointment areas of responsibility
• ensures encounter forms are completed in order to obtain appropriate workload credit
• verifies and updates demographics and insurance information
• processes all emergency and non-emergency transfers to other VA facilities or private hospitals
• performs basic eligibility - co-pays and preauthorization requirements for specific coverage
• Performs administrative 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
• Explains the VA's mandates to collect insurance information to veterans - their families and other eligible patients
• Identifies - collects - scans - and updates third party health insurance information at the point-of-service serving a key role in the revenue process
• Performs work in conformance with all directives - regulations and VA policies
• Contributes and assists Business Office goals - develop and maintain open communications with others and work well as a team member in order to master the position and provide good customer service to internal and external stakeholders
• Ensures received records from outside providers are provided to clinical staff to determine the necessity of inclusion into the veteran's VA electronic medical record
• Screens/receives phone calls in a courteous and timely manner - determines the nature of the requests and provides the information desired using privacy rules and established clinic processes
• Interprets and communicates requirements of VHA scheduling directives and complete accurate scheduling responsibilities
• Independently manages 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 and completes the myriad of administrative tasks required of them
• Carries out other duties as requested by supervisor or designee - provides feedback and input to standard operating procedures and provides training on clinic procedures to new relief staff as necessary
• Work Schedule: Full-Time
• Monday to Friday - 7:30am - 4:00pm 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 (Above Minimum Rate of the Grade)
• 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 #: 10899-F Permanent Change of Station (PCS): Not Authorized