Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant (MSA) in VA Community Care

• Schedule: Monday–Friday, 8:00 AM–4:30 PM (compressed/flexible may be authorized)

• Telework/Virtual: Not available

Description

The Medical Support Assistant provides telephone and administrative support for Community Care Consults, helping patients get answers and appropriate referrals. The role also manages all incoming and outgoing mail, scans and indexes medical documentation to the correct Veteran chart, and supports consult closure metrics. The position requires maintaining confidentiality, protecting sensitive information, and delivering patient-centered, courteous customer service.

Responsibilities

• Answer incoming calls to gather information, address questions, and assist with Community Care Consults

• Update patient address and phone information as needed

• Interpret information to make appropriate referrals outside the employee’s scope

• Receive and process all incoming/outgoing mail for the Community Care Department; sort and route items to the proper categories

• Review correspondence to determine the nature of the request/issue and direct it for resolution

• View, sort, scan, and index medical documentation to the correct Veteran record or route to Patient Administrative Service for scanning

• Assist in training new employees and updating procedures

• Request records from vendors to support Community Care consult closure metrics

• Communicate professionally with Veterans, families, visitors, and healthcare staff

• Maintain information security and ensure privacy and confidentiality of patient information

• Demonstrate VA core values (ICARE) and Patient Centered Care (PCC)

• Perform additional duties as assigned

Requirements

• U.S. citizenship

• Proficient in spoken and written English

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

• Meet GS-3 to GS-5 qualification requirements using specified experience or education; transcripts required for education-based pathways at GS-4 and GS-5

• Pass pre-employment physical examination

• Subject to background/security investigation

• Complete required onboarding and application documents; provide acceptable ID for Form I-9

• Participate in seasonal influenza vaccination program

• Serve a 1–2 year trial period

Benefits

• Paid time off: 37–50 days annual paid time off per year (annual leave, sick leave, and federal holidays)

• Parental leave: up to 12 weeks paid leave after 12 months of employment

• Child care subsidy: after 60 days, eligible employees may receive up to 25% of eligible childcare costs (income-based)

• Retirement: federal pension with 5 years vesting and federal 401K (up to 5% employer contribution)

• Insurance: health/vision/dental/term life/long-term care options

• Competitive salary with regular increases (GS-3 to GS-5 range as listed)