Medical Support Assistant

Quick Facts

Position: Medical Support Assistant (GS-3 to GS-5)
Schedule: Monday–Friday, 8:00 AM–4:30 PM (compressed/flexible may be authorized)
Telework: Not a telework position

Description

Provide telephone and administrative support for the VA Community Care Department, handling consult tracking, scanning, and the receipt and processing of all mail. Manage incoming calls, obtain and update patient contact information, and route requests to the appropriate personnel when outside your scope. Maintain information security and confidentiality while supporting patient-centered care and professional communication.

Responsibilities

• Answer incoming calls to gather sufficient information to address patient needs and Community Care Consult questions.
• Query and update patient address and phone number information as needed.
• Interpret requests and make appropriate referrals to responsible staff when matters fall outside assigned scope.
• Receive and process all incoming and outgoing mail; open, review, and sort correspondence into established categories.
• View, sort, and index medical documentation to the correct Veteran chart by scanning, or route to the appropriate service for scanning.
• Assist with training new employees and updating procedures with experienced staff.
• Request records from vendors to complete VA Community Care consult closure metrics.
• Maintain courteous, professional communication and promote teamwork with patients, coworkers, and managers.
• Manage information security within area of responsibility to protect computer systems and confidential patient information.
• Demonstrate Patient Centered Care (PCC) and uphold ICARE core values (Integrity, Commitment, Advocacy, Respect, Excellence).
• Perform additional assigned tasks to ensure efficient daily operations.

Requirements

• U.S. citizenship
• Proficient in written and spoken English
• High school diploma, GED equivalency, or proficiency certificate
• Meet GS-3 to GS-5 grade requirements (education/experience and demonstrated abilities)
• Selective Service registration required for males born after 12/31/1959
• Subject to background/security investigation
• Complete online onboarding and provide acceptable identification
• Pass pre-employment physical examination
• Participate in the seasonal influenza vaccination program
• Undergo urinalysis drug screening if selected for a testing-designated position
• Ability to use and navigate office automation equipment and software (computer systems, scheduling programs, insurance systems, scanning, multiple-line phones, electronic faxing)
• Knowledge of basic medical terminology and ability to record patient messages and understand physician follow-up requests

Benefits

• Competitive salary and regular salary increases (GS-3 to GS-5)
• Paid Time Off: 37–50 days annual paid time off per year (13–26 annual leave, 13 sick leave, 11 paid federal holidays)
• Selected applicants may qualify for credit toward annual leave accrual based on prior work experience or military service
• Up to 12 weeks of paid parental leave after 12 months of employment
• Child care subsidy eligibility after 60 days for full-time employees with qualifying income
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% contributions
• Federal health/vision/dental/term life/long-term care insurance options