Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Columbus, Ohio

Salary Range: $46422 - $60349 Per Year

Job Summary: Surgery Service at the Columbus VA Ambulatory Care Center is seeking to hire a Medical Support Assistant, who will be interpreting and verifying provider orders per VHA scheduling guidelines. Tasks include scheduling and managing appointments, tracking no-shows, monitoring the wait list, preparing clinics, ensuring accurate encounters, updating demographics and insurance, and processing transfers.

Major Duties:

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Performs receptionist and customer service duties to support timely patient care and manages appointment schedules for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, locations, or dates, and shifting patients to other providers when staffing or coverage conflicts arise. Supports patient safety standards by using two forms of identification, such as name and date of birth; may also use the Veterans Identification Card. Uses each patient interaction to validate and update demographic information in person or by phone, reducing returned mail and failed contact attempts due to incorrect data. Explains VA's mandate to collect insurance information to veterans, families, and eligible patients. Collects, scans, and updates health insurance details, supporting the revenue process by identifying patients with third-party insurance. Promotes veteran registration for and use of My VA Portal (Cerner). As a frontline contact, sets the tone for patient perception of VA healthcare quality. Uses tact and diplomacy with veterans who may have multiple health issues and may be frustrated with administrative processes. Maintains a caring, compassionate, and sensitive manner when explaining procedures to veterans and families in person or by phone. Ensures all required health and administrative documents received are integrated into Powerchart by sending them to the Scanning Department. Screens and receives phone calls courteously and promptly, determines the nature of requests, and provides information according to privacy rules and established clinic processes. Performs additional duties assigned by the supervisor to support efficient daily operations. Interprets and communicates VHA Scheduling Directive requirements and ensures accurate scheduling practices. Schedules appointments and uses the Electronic Waiting List accurately and promptly, coordinating with patients to minimize unnecessary trips to the medical center or clinic. Notifies the supervisor when clinic access is inadequate or when a patient cannot be scheduled within mandated timeframes. Conducts daily review of active and pending referrals, the Electronic Wait List, Recall list, and Audiocare communications for accuracy and appropriate disposition. Independently manages responsibilities with minimal supervision, sets priorities, meets deadlines, and adjusts workflow to meet team and patient needs. Work Schedule: Full Time, Monday - Friday, 8:30AM - 5:00PM Telework: Ad-Hoc (Per agency need) Virtual: This is not a virtual position. Functional Statement #: 93047-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Grade Requirement: GS-05 Experience or Education. Experience. One year of creditable experience equivalent to the next lower grade; OR Education. Two years of education above high school. Knowledge, Skills, and Abilities (KSAs). In addition to the experience [or education] above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. (c) 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. (d) Ability to schedule medical appointments in a clinical setting. (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. (f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12944639. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 05/06/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-05-06