Medical Support Assistant

Department Of Veterans Affairs Worcester , MA 01601

Posted 3 months ago

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  • Duties




VA Central Western MA Healthcare system is seeking 1 medical support assistant to support the Worcester Community-Based Outpatient Clinic (CBOC). The incumbent is responsible for a wide range of assignments and provides administrative support to increase scheduling and communication integrity across all services. Work is performed collaboratively in an Interdisciplinary Coordinated Care delivery model (Patient Aligned Care Team).

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Duties typically include, but are not limited to:

  • Collects and updates insurance information from Veterans, family members and other eligible patients.

  • Prepares correspondence and memos as needed.

  • Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.

  • Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.

  • Promotes Veteran registration for and utilization of HealtheVet (MHV).

  • Stocks basic office supplies for the clinical area.

  • Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.

  • Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.

  • Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.

  • Assures that all appropriate VA forms are used correctly, and regulations followed.

  • Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

As a front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

Work Schedule: 8:00am

  • 4:30pm, Mon

  • Fri

Telework: Not available

Virtual: This is not a virtual position.

Position Title/Functional Statement #:Medical Support Assistant/F3813, F3812, and F1390

Relocation/Recruitment Incentives: Not authorized

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

  • Requirements



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job

  • All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.

  • Selective Service Registration is required for males born after 12/31/1959

  • You may be required to serve a probationary period

  • Subject to a background/security investigation

  • Must be proficient in written and spoken English

  • Selected applicants will be required to complete an online onboarding process

  • Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)


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.

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).

Grade Determinations: In addition to the basic requirements above, the following education and experience criteria must be met. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

  • Medical Support Assistant, GS-5

  • Experience. One year of experience equivalent to the GS-4 grade level. (Examples of experience at the GS-4 level may include: but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments.) OR

  • Education. Four years of education above high school.

  • AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

  • Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.

  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

  • Ability to schedule medical appointments in a clinical setting.

  • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

  • Ability to communicate effectively and professionally in person, electronically, and/or by telephone], with internal and external customers.

  • Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

References: VA Handbook 5005/117 Part II Appendix G45

The full performance level of this vacancy is GS-5.

Physical Requirements:No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk. Occasional use of automobile and public conveyances may be required. Work is performed in an adequately lighted and climate-controlled office.


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

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Medical Support Assistant

Department Of Veterans Affairs