Medical Support Assistant (MSA)

U.S. Department of Veterans Affairs; Pennsylvania; On-site; USD 35,000 - 45,000; Full time

Job summary

A government healthcare agency is seeking a dedicated Medical Support Assistant to deliver comprehensive healthcare support in Pennsylvania. The role includes scheduling appointments, greeting patients, and coordinating care services. Ideal candidates will have experience in customer service and efficient communication skills to ensure smooth patient interactions. A strong understanding of medical terminology along with a commitment to serve veteran patients is essential for this role, which will operate in a dynamic healthcare environment.

Qualifications

• Six months experience in clerical or customer service work.
• Proficient in spoken and written English.
• Ability to operate computerized programs.

Responsibilities

• Independently perform a full range of duties related to healthcare services.
• Answer phones, greet patients, and schedule appointments.
• Coordinate emergency and non-emergency transfers.

Skills

Customer service

Medical terminology

Computerized data entry

Appointment scheduling

Effective communication

Education

Education above high school

Job description

Summary

This is an open continuous announcement which will be used to fill any Medical Support Assistant position that may become vacant within the Erie VA Healthcare System and associated CBOCs for which we are hiring and can be used for up to 90 days after the announcement closes. Applicants will be referred as positions become available. This is an open continuous announcement - the First cut point will be 3/11/2026 with additional cut points every 2 weeks as needed.

Qualifications

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.

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: 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
• 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 - GS-5: In addition to the basic requirements - you must meet the grade requirement Experience: One year of experience equivalent to the GS-4 grade level
• Experience at this level includes: 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; 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.
• OR - Education: Two years of education above high school
• AND - Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:
  • 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
• Physical Requirements: See VA Directive and Handbook 5019
• Resume must include detailed information for each job listed: job title and grade level/salary; dates of employment; hours worked per week; employer details; supervisor contact; narrative responses explaining relevant experiences and accomplishments.
• To credit experience - you must provide demonstrated experience; narrative responses to explain tasks completed, accomplishments made, and specific instances where the skillset has been applied are recommended.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo (Total Rewards of an Allied Health Professional) The MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes and support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff (CITC), and ancillary support services.
• Responsibilities include but are not limited to: Answer phones, greet patients, relay messages to appropriate staff inside or outside of the unit, schedule appointments and interpret and verify provider orders, cancel or reschedule patient appointments and/or consults, enter no‑show information, monitor appointment requests from multiple electronic sources, participate in huddles with other MSAs and/or clinic staff, monitor inpatient and outpatient appointments, verify and update demographics and insurance information, coordinate emergency and non‑emergency transfers to other VA facilities or private hospitals, and determine appointment type based on patient eligibility status.
• Serve as an initial point of contact for units, clinics, patient call centers, and CITC by scheduling appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.
• Utilize practical knowledge of computerized data entry and information processing systems and software related to patient care, the healthcare system’s organization, and services, and basic rules and regulations governing visitors and patient treatment.
• Apply knowledge of standard procedures, utilizing medical records and medical terminology.
• Work schedule will be determined upon selection; multiple work schedules available.
• NOTE: May be expected to work evenings, rotating weekends, and/or holidays.
• Compressed/Flexible: Not Available.
• Telework: Not Available.
• Virtual: This is not a virtual position.
• Permanent Change of Station (PCS): Not Authorized.