Medical Support Assistant

h2. Quick Facts - Role: Medical Support Assistant (MSA) - Work context: Clinical team-based model in outpatient/inpatient care settings - Schedule: Monday–Friday, 8:00am–4:30pm (weekends/holidays rotated as needed) - Telework: Not authorized h2. Description Serve as the initial point of contact for outpatient clinics and patients, providing patient support and administrative coordination. You will schedule appointments, manage and respond to electronic orders/consults in the electronic medical record, handle phone calls/voicemails, and maintain accurate documentation and patient/admin records. The role also requires excellent customer service and professional communication with patients and internal teams. h2. Responsibilities - Coordinate information and actions related to patient care and services - Schedule, cancel, reschedule appointments and consults in line with VHA directives and local procedures - Answer multiline phone systems and retrieve voicemails to take appropriate action - Interview patients for appointments and refer them to appropriate specialty clinics - Provide information to patients to resolve complaints and direct concerns to the right staff - Review, document, and update electronic health records and administrative records - Verify and update demographics and third-party insurance information - Assist clinical staff with administrative processes and advise on clinic requirements - Run administrative reports (e.g., consults, no-shows) and take appropriate action - Coordinate emergency and non-emergency transfers and determine eligibility status - Coordinate release of information to support direct patient care needs - Participate in team huddles/meetings and provide coverage for other clinics as needed h2. Requirements - U.S. citizenship; English proficiency (written and spoken) - Subject to background/security investigation and required onboarding - Meet VA/Federal employment conditions (including Selective Service registration when applicable) - At least 6 months of qualifying clerical/office/customer service/administrative experience or 2 years above high school (or an equivalent combination) - At least 6 months of customer service involving daily direct customer interactions - Demonstrated advanced knowledge of medical terminology - Ability to operate computerized programs/systems to enter, modify, and retrieve sensitive patient/PII data in electronic health records and scheduling systems - Ability to schedule medical appointments in a clinical setting - Ability to communicate effectively in person, electronically, and by telephone - Ability to work independently with minimal supervision h2. Benefits - Comprehensive U.S. federal employee benefits package (details depend on position type and eligibility)