Medical Support Assistant - CITC

Medical Support Assistant - CITC

Department: Department of Veterans Affairs

Location(s): Minneapolis, Minnesota

Salary Range: $48381 - $62896 Per Year

Job Summary: The incumbent serves as a Medical Support Assistant (MSA) in the Community Care department. The incumbent performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Community Care referral processes in the Minneapolis VHA.

Major Duties:

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Duties of this position are, but not limited to: MSA is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with Community Care Process Guides. Independently recognizes the urgency of the consults and schedules care in accordance. Assignments include, but are not limited to: scheduling, rescheduling patient consults, and monitoring processes related scheduling. Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments, outpatient procedures, inpatient surgery, lab tests and imaging throughout all specialties. Communicate to the patient and pre- appointment requirements or instructions. Clearly communicate appointment care details to the patient or family. Communicate to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient. Identify and communicate patient concerns or needs recognized during communications regarding upcoming appointments. The MSA ensures the integrity of various databases, and data used in the management of administrative and customer service within the department. The MSA understands and utilizes current Community Care software. The MSA participates in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs. The MSA utilizes the consult status to support accurate record of the consult as it moves through the process from approval to the point that results are attached to the consult. Independently collaborates, communicates, set priorities, and organize the work to meet deadlines ensuring compliance with established processes, policies, and regulations. The MSA collaborates with their nursing team, as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process. Communicates information between community providers, VA interdisciplinary team clearly and timely to facilitate access to care. Informs VA Provider of care that cannot be scheduled within his/her recommended time frame and assists provider as needed in identifying alternate location or option to access care timely for the patient. Provides follow up calls to patients when it is identified that an appointment was not attended. Incumbent assists patients in rescheduling appointments in cases of missed or no-show appointments. The MSA recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved. The MSA interprets VA guidelines and assists with communicating these to patients, families, agencies, employees, and Veterans' organizations. The MSA provides information and guidance to agency employees regarding scheduling processes as requested. Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Monday thru Friday, 8:00am-4:30pm 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: Ad Hoc may be available. Virtual: This is not a virtual position. Functional Statement #: 000000

Qualifications: Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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-5 Experience. One year of experience equivalent to the GS-4 grade level, which includes, but not limited to 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. Knowledge of basic 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. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. Preferred Experience: Experience using computers and multiple computer programs as well as medical appointment coordination and scheduling experience preferred. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS 5. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/04/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12944514. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-05-04