Medical Support Assistant

Summary The Salt Lake City VA Health Care System is recruiting for Medical Support Assistant position. The Medical Support Assistant (MSA) position is located within Health Administrative Services (HAS) and will support greeting / customer service functions and telephone operations in the main facility. Responsibilities - Customer Service including receiving incoming telephone calls and routing to appropriate services - Greeting Veterans and directing them to appointment locations. - Checking patients in or out of appointments. - Scheduling, canceling, re-scheduling patient's appointments and / or consults. - Receiving and placing telephone calls, scanning and faxes. - Resolving simple to moderate problems. - Monitoring appointments for areas of responsibility. - Verifying and updating demographics and insurance information. - Performing basic eligibility, co-payments and preauthorization requirements for specific coverage. - Interfaces with personal computer applications as well as numerous VA specific applications such as VISTA, CPRS, VSE GUE and other scheduling related software - Creating, editing, and mailing correspondence that has not been pre-prepared using templated forms - Performs other assigned duties. Work Schedule : Monday-Friday Telework : Not Available .Virtual : This is not a virtual position. Functional Statement # : 52574-A Requirements Conditions 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 probationary 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 (). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass TB test pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirements : Citizenship : Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). English Language Proficiency : MSAs must be proficient in spoken and written English Experience : Six (6) months experience of 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 (1) 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. (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 REQUIREMENTS . Creditable Experience : Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Grade Determinations : In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates : Medical Support Assistant, GS-3 (a) Experience or Education. None beyond the basic requirements. (b)Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. (c)Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below : i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 (a) Experience. One year 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, (b)Education. Two years of education above high school. (c)Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to : scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; and coordinating information and actions related to patient care and services. (d)Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below. 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,. 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. One year of experience equivalent to the GS-4 grade level; Experience includes : 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; 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; Advanced knowledge of 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 in internal or external clinics. OR, (b)Education. Four years of education above high school. (c)Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to : scheduling, canceling, re-scheduling patient appointments and / or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and / or clinic staff to determine the daily needs of the clinic. (d)Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below : 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. 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. References : VA Handbook 5005 / 117, Part II, Appendix G45The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements : The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Education IMPORTANT : A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note : Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here : If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit : Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave : Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration / Operations, Security, and Preparedness (HRA / OSP) at The Fair Chance Act.