Medical Support Assistant (Surgical & Specialty Care)

Quick Facts

• Role: Medical Support Assistant (Surgical & Specialty Care)

• Schedule: Monday–Friday, 7:30am–4pm

• Telework: Not available

• Virtual: Not a virtual position

Description

The Medical Support Assistant provides administrative and scheduling support to Surgical & Specialty Care clinicians and the patients and visitors they serve. The role independently manages phone and message handling, appointment scheduling (including interpreting and verifying provider orders), and patient check-in workflows while ensuring accurate demographics, insurance information, and encounter documentation. The position also supports transfers between facilities, basic non-complex order processing, and appropriate document handling in compliance with HIPAA.

Responsibilities

• Answer phones, greet patients, and relay messages to appropriate staff within or outside the clinic

• Schedule, cancel, and reschedule patient appointments and consults per VHA national scheduling guidelines

• Interpret and verify provider orders for scheduling; enter and track no-shows

• Monitor appointment requests from multiple electronic sources; coordinate daily clinic needs with other MSAs/clinic staff

• Verify and update demographics and insurance information during check-in; perform pre-registration tasks and scanning for insurance

• Ensure encounter forms are complete; monitor whether appointments should be cancelled or marked as no-show; assist providers with closing open encounters

• Enter appropriate documentation into patient records; handle sensitive medical and patient identifiers (PII)

• Process basic, non-complex medical orders with minimal guidance

• Fax documents and mail letters when needed; coordinate administrative transfers (emergency and non-emergency) to other VA or private facilities

• Provide guidance/directions to Veterans, visitors, and staff within the facility (in person and by telephone)

• Follow HIPAA rules and share data only on a need-to-know basis

• Understand how to handle a suicide call

Requirements

• U.S. citizenship

• High school diploma (or GED/equivalent/proficiency certificate)

• Proficient in written and spoken English

• Background/security investigation required

• Completion of required application steps and an online assessment

• Selective Service registration required for eligible males

• Ability to complete online onboarding and provide acceptable identification for Form I-9

Benefits

A federal career offers a comprehensive benefits package. Eligibility depends on position type (full-time/part-time/intermittent), and candidates should review the specific benefits available for this role.