Medical Support Assistant
Federal government of the United States
- Alexandria, LA
- Permanent
- Full-time
Supervisory statusNo Security clearanceDrug testNo Position sensitivity and riskTrust determination process
Financial disclosureBargaining unit statusAnnouncement numberCBST-12788525-25-GJ Control number 844902200This job is open toClarification from the agencyOpen to U.S CitizensVideosDutiesThe Medical Support Assistant independently provides administrative support across interprofessional clinics and determines the needs of the Veteran/caregiver. The MSA is responsible for AVAHCS wide scheduling and rescheduling appointments, referring patients to other medical specialty clinics, providing information to patients necessary to resolve complaints, interacting with both internal and external customers, and reviewing and documenting clinical and administrative electronic health records (EHR).Duties include, but are not limited to:
- Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the AVAHCS CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Responsible for scheduling, canceling, and rescheduling patient appointments and/or consults.
- Enter no-show information.
- Monitor appointment requests from multiple electronic sources.
- Gather and obtain medical information from patients.
- Process medication refill requests.
- Review electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or CCC staff to determine the daily needs of the CCC.
- Monitor outpatient appointments in areas of responsibility, and verify and update demographics when contacted by patients.
- Accountable to a designated manager or other immediate supervisor who provides the administrative oversight, work assignment, management of time and leave, and completion of all aspects of the performance evaluation.
- Refer non-routine and highly technical/complex problems to the immediate supervisor.
- Proficient in adapting and interpreting guidelines to apply to specific cases or problems.
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
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).
Telework: Available
Virtual: This is not a virtual position.
Functional Statement #: 00021F
Permanent Change of Station (PCS): Not AuthorizedRequirementsConditions of employment
- You must be a U.S. Citizen to apply for this job.
- Selective Service Registration is required for males born after 12/31/1959.
- Must be proficient in written and spoken English.
- You may be required to serve a trial period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- Experience. Six months of experience in 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.
- Certification. None required.
- English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
- 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.