Medical Support Assistant

About the Role

The Medical Support Assistant (MSA) with the Pathology and Lab Service Department functions as an initial point of contact for units, clinics, and patients.

Key Responsibilities

• Scheduling patient appointments.
• Tracking, reviewing, and responding to electronic orders and consults in organizational medical systems.
• Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Recommend changes to existing clinic procedures based on current administrative guidelines.
• Utilize numerous advanced patient systems in support of multiple clinics.
• Coordinate with the patient care team to review clinic utilization.
• Schedule, cancel, and reschedule patient appointments and/or consults; enter no-show information; monitor appointment requests from multiple electronic sources.
• Coordinate administrative services for veterans, family members, caregivers, the general public, and administrative and clinical staff.
• Follow clinical processes to address or handoff medical records when received.
• Work with a multiphone line system and have working knowledge of computer systems and phone etiquette.
• Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals.
• Adjust the flow and sequencing of the work to meet team and patient needs.
• Assist the team to reinforce the plan of care and self-help solutions.
• Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic.
• Document appropriate information into the electronic record.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Other duties as assigned.

Requirements & Tech Stack

• Practical knowledge of computerized data entry, information processing systems, and software related to patient care.
• Ability to use and navigate between various types of office automation equipment and software (e.g., computer systems, web-based scheduling programs, insurance collection system, scanning software, multiple line phone systems, electronic faxing programs) to support patient care.
• Knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Experience working with a multiphone line system.
• 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.

Qualifications

Basic Requirements

• Citizenship: Citizen of the United States.
• English Language Proficiency: Proficient in spoken and written English.
• Education: High school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Foreign Education: Education completed outside the U.S. must be deemed at least equivalent to a U.S. program by a specialized organization.
• Physical Requirements: Refer to VA Directive and Handbook 5019.

Experience & Grade Determinations

GS-3 Grade (Entry Level)

• None beyond the basic requirements.

GS-4 Grade (Developmental Level)

• Experience: One year of creditable experience equivalent to the next lower grade.
• OR Education: One year of education above high school.

GS-5 Grade (Full Performance Level)

• Experience: One year of experience equivalent to the GS-4 grade level.
• OR Education: Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities (KSAs)

For GS-4 Grade

• Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care.
• Ability to meet, communicate, and interact with individuals from varying backgrounds and other healthcare team members courteously and helpfully to facilitate medical care.

For GS-5 Grade

• Advanced knowledge of medical terminology specific to understanding medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Skill in customer service with the ability to identify customer concerns and refer to appropriate staff for resolution.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in performing a wide variety of patient support duties.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers.

Work Schedule

• 40 hours per week.
• Monday-Friday, 7:00 am to 4:00 pm (dependent on location).

Benefits & Compensation

• Pay: Competitive salary and regular salary increases; higher step rate may be determined based on qualifications or VA needs.
• Paid Time Off: 37-50 days of annual paid time off per year (13-26 days annual leave, 13 days sick leave, 11 paid Federal holidays). Credit toward annual leave accrual may be given for prior work or military service experience.
• Parental Leave: Up to 12 weeks of paid parental leave after 12 months of employment.
• Child Care Subsidy: Eligible full-time employees with family income below $144,000 may receive up to 25% of eligible childcare costs, up to $416.66 monthly, after 60 days of employment.
• 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).