Medical Support Assistant - Call Center

US-Department-of-Veterans-Affair; Jackson (MS); On-site; USD 32,000 - 48,000; Full time

Job summary

The U.S. Department of Veterans Affairs seeks a Medical Support Assistant to greet patients, screen calls, schedule appointments, and support administrative and clerical tasks in a clinic setting.

This role assists with patient flow, data entry, and insurance verification while coordinating with healthcare teams to ensure timely care. Ideal candidates have a high school diploma or equivalent, English proficiency, and the ability to use multiple office software tools.

Qualifications

• High school diploma or GED required.
• No specific experience required for entry level.
• Proficiency in spoken and written English.
• Ability to use various office automation software and devices.

Responsibilities

• Screen incoming calls and greet patients in a clinic setting.
• Schedule, cancel, and reschedule appointments per guidelines.
• Enter and verify patient demographics and insurance information.
• Coordinate with clinical staff to support patient care and data accuracy.

Skills

Medical terminology

Phone etiquette

Customer service

Office software navigation

Education

High school diploma or GED

Tools

Computer systems

Web-based scheduling

Insurance collection system

Scanning software

Electronic faxing

Job description

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.

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.

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).

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).

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.

OR

Education. 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

• 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

• 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.

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.

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.