Medical Support Assistant (Primary Care)

About the Role

The VA Boise Healthcare System is seeking Medical Support Assistants (MSAs) at the GS 3/4/5 level for the Caldwell - ID Community Based Outpatient Clinic (CBOC). This announcement may be used to fill positions for up to 90 days. The full performance level for this vacancy is GS-5. Applicants may be selected at grades GS-3, GS-4, or GS-5.

Key Responsibilities

• Provide administrative support to clinical colleagues in the care of Veterans.
• Promote and enable the delivery of timely, accurate, accessible health care.

GS-3 Level (Entry Level)

• Receive guidance from experienced MSAs for tasks such as:
• Interacting with both internal and external customers.
• Establishing and maintaining medical outpatient and inpatient charts, 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.
• Scheduling appointments in accordance with VHA national scheduling guidelines.

GS-4 Level (Developmental Level)

• Receive guidance from more experienced staff for more difficult tasks and require frequent, direct contact from the assigned lead and/or supervisor.
• Assignments include, but are not limited to:
• Interacting with both internal and external customers.
• Establishing and maintaining medical outpatient and inpatient charts, 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.
• Scheduling appointments in accordance with VHA national scheduling guidelines.
• Referring all questions requiring immediate medical attention to appropriate health care team members.

GS-5 Level (Full Performance Level)

• Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Assignments include, but are not limited to:
• Scheduling, canceling, re-scheduling patient's appointments and/or consults.
• Entering no-show information.
• Monitoring the electronic wait list.
• Preparing for clinic visits.
• Monitoring both inpatient and outpatient appointments for areas of responsibility.
• Ensuring encounter forms are completed to obtain appropriate workload credit.
• Verifying and updating demographics and insurance information.
• Processing all emergency and non-emergency transfers to other VA facilities or private hospitals.
• Performing basic eligibility, co-pays, and preauthorization requirements for specific coverage.

Requirements & Tech Stack

• Computer systems
• Web-based scheduling programs
• Insurance collection system
• Scanning software
• Multiple line phone systems
• Electronic faxing programs
• Insurance Capture Buffer (ICB) system
• Electronic health records
• VHA national scheduling guidelines

Qualifications

• United States Citizenship (Non-citizens may only be appointed if qualified citizens cannot be recruited).
• English Language Proficient.

Experience & Education

• GS-3 (Entry Level):
• No experience required beyond basic requirements.
• High school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• GS-4 (Developmental Level):
• One year of creditable experience equivalent to GS-3.
• OR One year of education above high school.
• GS-5 (Full Performance Level):
• One year of experience equivalent to GS-4.
• OR Two years of education above high school.
• May qualify based on the Grandfathering Provision (applicable only to current VHA employees in this occupation meeting specific criteria).
• Applicants pending educational or certification/licensure requirements may be referred but not hired until all requirements are met.

Demonstrated Knowledge, Skills, and Abilities (KSAs)

• Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members courteously and helpfully to facilitate medical care.
• Ability to use and navigate between various types of office automation equipment and software.
• Knowledge of basic medical terminology to assist in patient care.
• Skill in recording patient messages and understanding physician requests for follow-up medical care.
• Ability to operate computerized programs and systems 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 basic medical terminology specific to understanding medical diagnoses and procedures, sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently on 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 them to appropriate staff for resolution.

Work Schedule

• Monday - Friday 8:00 AM - 4:30 PM

Note: Telework and Virtual options are not available for this position.