Medical Support Assistant

About the Role

The Greater Los Angeles VA Health Care System is seeking a highly energetic candidate to fill the Medical Support Assistant position in the Outpatient Clinic at the Sepulveda CBOC.

Key Responsibilities

• Serve as the initial point of contact for outpatient clinics and patients.
• Schedule patient appointments for treatment in accordance with VHA national directives and local standard operating procedures.
• Track, review, and respond to electronic orders, consults, and other elements in the electronic medical record and medical systems.
• Answer multiline phone systems and retrieve voicemails to determine appropriate actions.
• Interview patients for appointments.
• Refer patients to other medical specialty clinics as required.
• Provide information to patients necessary to resolve complaints.
• Interact with customers in-person, over the phone, and through correspondence (written and electronic).
• Review and document medical electronic health records and administrative records.
• Verify and update demographics and third-party insurance information.
• Provide excellent customer service.
• Participate in team huddles and meetings.
• Assist with coverage for other respective clinics.
• Advise clinical staff on current administrative processes.
• Assist with training to clinic-specific requirements when needed.
• Run administrative reports for the clinical team and take appropriate action (consults, no-shows).
• Coordinate information and actions related to patient care and services.
• Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on the patient's eligibility status.
• Coordinate the release of information to various organizations in support of direct patient care needs.
• Work rotated weekends and holidays as needed.

Requirements & Tech Stack

• United States Citizenship (Non-citizens may only be appointed when qualified citizens cannot be recruited per VA Policy).
• English Language Proficiency (spoken and written).
• Customer service experience (at least six months in a position requiring daily direct customer interactions).
• Ability to identify customer concerns and ensure overall customer satisfaction and resolution.
• Ability to operate computer programs and scheduling systems.
• Experience with electronic health records and medical systems.
• Experience with computerized data entry and information processing systems.
• Knowledge of medical terminology.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently.
• Ability to communicate effectively and professionally in-person, electronically, and by telephone.
• Experience with MSAs employed in VHA in this occupation on the effective date of the qualification standard are considered to have met all qualification requirements.
• Employees appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed until they fully meet the basic requirements.
• Foreign education must be evaluated by a private organization specializing in interpretation of foreign educational credentials.

Qualifications

• Basic Requirements:
• United States Citizenship.
• English Language Proficiency.
• Experience Options:
• Six months of experience in clerical, office, customer service, or other administrative work.
• OR
• Two years of education above high school.
• OR
• Equivalent combination of experience and education for entry-level positions.
• Customer Service Specifics:
• Must have at least six months of customer service experience in a position requiring daily direct customer interactions.
• Meets the needs of Veteran customers while supporting VA missions.
• Consistently communicates and treats customers (Veterans, representatives, visitors, and VA staff) courteously, tactfully, and respectfully.
• Provides Veterans with consistent information according to established policies and procedures.
• Handles conflict and problems with customers constructively and appropriately.
• Grandfathering Provision: Applicable to current VHA employees in this occupation who meet specific criteria.
• Grade Determination (GS-5):
• One year of creditable experience equivalent to the next lower grade level.
• OR
• Two years of education above high school.
• Knowledge, Skills, and Abilities (KSAs) for GS-5:
• Advanced knowledge of medical terminology specific to understanding medical diagnoses and procedures.
• Skill in customer service with the ability to identify customer concerns and refer to appropriate staff for resolution.
• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into/from electronic health records, scheduling systems, and/or reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in performing patient support work.
• Ability to communicate effectively and professionally in-person, electronically, and/or by telephone.

Work Environment & Physical Requirements

• The work is sedentary; typically sitting comfortably.
• May involve some walking, standing, bending, carrying of light items, or driving an automobile.
• No special physical demands are required.
• Work environment involves everyday risks or discomforts requiring normal safety precautions (typical of offices, meeting rooms, libraries).
• Work area is adequately lighted, heated, and ventilated.

Work Schedule

• Monday-Friday, 8:00 am - 4:30 pm.
• Compressed/Flexible: Not Authorized.
• Telework: Not Authorized.
• Virtual: Not a virtual position.