Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Jacksonville, Florida

Salary Range: $42144 - $54782 Per Year

Job Summary: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. PLEASE READ THE COMPLETE ANNOUNCEMENT TO ENSURE YOU UNDERSTAND THE QUALIFICATION REQUIREMENTS AND SUBMIT A COMPLETE APPLICATION PACKET.

Major Duties:

• The North Florida/ South Georgia VA Healthcare System Diagnostic Imaging Service is seeking is seeking a Medical Support Assistant. Ideal applicants are those who want to contribute to the achievement of quality care standards, as well as the growth and development of a VA academic hospital program. The Medical Support Assistant (MSA) is an integral member of the team, who serves to effectively carry out day-to-day administrative operations of the clinic. The primary duties of this position are to perform work in support of the care and treatment given to patients throughout the medical facility. The Medical Support Assistant primary duties consist of but are not limited to the following: The MSA is responsible for a variety of customer service duties including canceling patients' appointments, entering no-show information, preparing for clinic visits, answering telephone calls, sending secure messaging through chat messages and emails to relay information to appropriate staff inside or outside the facility. Performs data entry and retrieval, and records processing. The MSA enters additional requests per radiologist protocol. Routinely communicates with radiologist, physicians, technologists, and other health professional staff using sound interpersonal skills. Operates with a great degree of independence in that he/she problem-solves patient complaints and processes problems on the frontline. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other health-care providers as conflict with staffing and/or coverage occurs. The position involves performing receptionist work, customer service, patient screening, and other duties as assigned for the proper and timely treatment of patients. Creates CD/DVD for image release, input disclosure information. Schedule appointments in accordance with VHA Directives and regulations. The Medical Support Assistant must be able to interpret and communicate requirements of VHA Scheduling Directives. Use daily monitors (such as active/pending consults, electronic wait list, appointments scheduled non-compliantly) in carrying out scheduling tasks. Explains insurance collection to veterans as well as collects, scans and updates health insurance information to support the revenue process on a daily basis. Monitors and schedules return to clinic orders, patient consults and patient direct scheduling requests. Ensures appointments are appropriately scheduled in a timely manner. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center whenever possible. Work Schedule: Monday - Friday, 6:30 am - 3:00 pm (Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs). Telework: Not Available Virtual: This is not a virtual position. 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. 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. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. GS-5 MSA (Full Performance Level) Experience: One year of experience equivalent to the GS-04 grade level OR Education: Four years of education above high school leading to a Bachelors Degree. 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 appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Candidates must demonstrate all of the KSAs below: 1. Ability to operate computerized programs and systems in order to enter, modify and retrieve medical and patient identifying information (PII) into or from electronic health records, scheduling systems and/or reports. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by phone, with internal and external customers. 6.Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary to ensure a satisfactory resolution. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The full performance level of this vacancy is 05. 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). Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

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 12/31/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12853718. 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: 2025-12-31