Job Summary

We invite you to come and join the Hampton VA Medical Center! The Medical Support Assistant (MSA) is responsible for a range of duties which include responsibility for interpreting and verifying provider orders in accordance with VHA National Scheduling Directive guidelines. The MSA schedules, cancels and re-schedules patients' appointments and/or consults; enters no-show information; prepares for clinic visits; monitors both inpatient and outpatient appointments.

Job Description

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. English Language Proficiency: Proficient in spoken and written English as required by 38 USC 7403 (f). NOTE: 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-3 Experience or Education. High school diploma Medical Support Assistant GS-4 (a) Experience or Education. One (1) year above high school or some equivalent experience (b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs: i. 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 ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant GS-5 (a) Experience or Education. Two (2) years above high school or some equivalent experience (b) Demonstrated KSAs: In addition to the experience above, the candidate must demonstrate all of the following KSAs: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances.