Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Chesapeake, Virginia

Salary Range: $39215 - $64027 Per Year

Job Summary: This position under Health Administrative Service (HAS) assigned to Hampton VA Community Based Outpatient Clinic located at the Western Branch CBOC Clinic and reports to the Supervisory Medical Support Assistant. The Medical Support Assistant (MSA) range from grade GS-3-5 is responsible for a range of duties that typify the full-performance level.

Major Duties:

• The MSA typically schedules, cancels, and re-schedules patients' appointments and/or consults; enters no-show information; prepares for clinic visits; monitors both inpatient and outpatient appointments for areas of responsibility; ensures that encounter forms are completed in order to obtain appropriate workload credit; verifies and updates demographics and insurance information; processes all emergency and non-emergency transfers to other VA facilities or to private hospitals; and performs/facilitates basic eligibility, co-pay and preauthorization requirements for specific coverage (such as TRICARE, sharing agreements, etc.). Duties also includes but are not limited to: Responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Explains VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Contributes to the revenue collection process by identifying patients with third party insurance. Monitoring appointment requests from multiple electronic sources. Promotes veteran registration for and utilization of MyHealthEVet (MHV), online personal health record for Veterans. Performs In-Person Authentication (IPA) for Veterans requesting initial access to individually - identifiable health information with/in the MyHealthEVet web-based application. Promotes to Veterans their options with Virtual Lifetime Electronic Record (VLER). Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and Vista Imaging software. Screens/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. Relays information to appropriate clinical staff through approved message systems or CPRS using established procedures. Supports patient safety standards through correct identification of all patients through use of two forms of identification, Veterans Health Identification Card (VHIC) and full Social Security Number. Validates and updates patient demographic information. Schedule appointments in a timely manner. Notifies 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 active/pending consults, Recall list and Audiocare communications for accuracy and disposition. Responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient. Provides administrative support to physicians, physician's assistants, nurses, advanced registered nurse practitioners, dietitians, social workers, and other administrative and professional staff throughout the clinic area. Must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Other duties as assigned. Work Schedule: 7:30am-4:00pm, 8:00am-4:30pm Monday-Friday Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education: Experience. Six 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. High school diploma with desire for some post high school education or equivalent experience; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: GS-3 MSA: Experience or Education: None beyond the basic requirements. 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 perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.] Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 MSA: 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; Education: One year of education above high school or some equivalent experience. 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 VA Handbook 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 in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. [ ] [MSAs at this level refer] all questions [regarding] medical attention to [the] appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate 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. 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. GS-5 MSA: Experience: One year of experience equivalent to the next lower grade level (GS-4) OR Education. Two years of education above high school or some equivalent experience. 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. Advises clinical staff on current administrative processes.] 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 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 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). Preferred Experience: The incumbent performs customer service guest relations, shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, politeness respect and dignity to others; relates well to people from varied backgrounds and different situations. Incumbent receives, greets and direct callers over the telephone and in person with precise clear instructions. Reference: Medical Support Assistant Qualification Standard, GS-0679, VA Handbook 5005/117, Part II, Appendix G45.The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. Physical Requirements: The work is primarily sedentary and does not require special physical demands. There may be walking, standing, or carrying.

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 03/12/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12899976. 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: 2026-03-12