Medical Support Assistant

The Medical Support Assistant (MSA) provides medical administrative support to one or more outpatient clinic and is an integral member of the clinic team to effectively carry out day-to-day administrative operations of the clinic. The MSA is responsible for accurate appointment management and the coordination of all administrative information between the professional staff, patient, patient caregiver and/or representative.

Major duties include, but are not limited to the following: Works collaboratively in an in disciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients. Demonstrates substantial skill in planning, organizing, problem solving, and decision making. They maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills. Provides administrative support to our clinical colleagues in the care of our Nation's Veterans. Utilizes a variety of patient data systems and is responsible for performing scheduling functions including appointment scheduling/rescheduling, and cancellations, providing reception to incoming and outgoing customers and communication, appointment check in/out, verification and disposition of provider orders, manual and electronic data entry, reviewing, updating patient demographics, insurance verification, as well as reviewing and dispositioning Message Manager and Secure Messages. Receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Schedule the patient's future appointments with appropriate clinical team members. Organizes paperwork required for the examination. Request medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care. Able to interpret and communicate requirements of VHA Scheduling Directives and policies, such as scheduling appointments, VistA Scheduling Enhancement (VSE), Integrated Scheduling Solution (ISS), Oracle Cerner, Consult Tracking Manager (CTM), Consult Toolbox (CTB), Virtual Care Manager (VCM), Patient Check In (PCICSV), VEText, Audiocare, Telehealth Management Platform (TMP), Scheduling Manager, Insurance Capture Buffer (ICB), Message Manager and Secure Messaging with the assistance of a more senior AMSA or Supervisor. Appointments will be made with the patient's input, either in person, over the phone, or through written communication. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic. They notify his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of return to clinic orders, queries, and referrals. May be required to enter electronic work order requests for the area they are supporting. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized??????? Permanent Change of Station (PCS): Not Authorized ???????The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. 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 ([external link] Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.