Medical Support Assistant

Job Overview

The Medical Support Assistant (MSA) serves as a clinic clerk within the VHA Patient Aligned Care Team (PACT) and may also work in Call Center, Community Based Outpatient Clinics (CBOCs), and specialty care services.

• Citizenship:
  Must be a citizen of the United States. Non‑citizens may be appointed when it is not possible to recruit qualified citizens.
• Experience:
  
  None required at GS‑3; one year clerical or customer service for GS‑4; one year equivalent to GS‑4 for GS‑5.
• Education:
  
  High school diploma or GED; an additional two years above high school for GS‑4; four years above high school for GS‑5.
• Additional Qualifications by Grade:
  • GS‑3 – entry‑level; receives guidance; performs basic administrative duties; must demonstrate KSAs: customer interaction, computer usage, basic medical terminology.
  • GS‑4 – developmental level; works with minimal supervision; responsibilities include scheduling, recording patient messages, verifying insurance, coordinating care.
  • GS‑5 – full performance level; independent in all duties; must handle phone, greeting, scheduling, interpreting orders, involvement in huddles.
• Grandfathering:
  Employees already in place under appropriate placement meet all requirements.
• Foreign
  
  Education:
  
  Requires equivalency evaluation.

• Answer and respond to incoming telephone calls; route calls to appropriate resources.
• Determine enrollment and eligibility for services.
• Ensure all outpatient clinic appointments are scheduled, documented, and managed.
• Schedule, reschedule, and cancel initial and follow‑up appointments.
• Interact professionally and with respect with internal and external customers.
• Maintain patient records using electronic health record systems.
• Verify insurance and update information.
• Collaborate in huddles to determine daily clinic needs.
• Monitor appointment requests from multiple electronic sources.
• Record patient messages and interpret physician requests.

Full‑time:
Monday – Friday, 8:00 AM – 4:30 PM. Telework available AD‑HOCK virtual; this is not a fully virtual position.