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Medical Support Assistant
The Medical Support Assistant (MSA) is a staff position located under the Health Administrative Service at the VA New Jersey Health Care System. The VANJHCS is an integrated level 1B system comprising of two facilities: East Orange and Lyons, and ten Community Based Outpatient Clinics (CBOCS) located throughout the State. Major Duties
Scheduling & Appointment Management:
Schedule, cancel, reschedule, recall patient appointments, consultations, and C&P exams. Patient Communication:
Make reminder calls, send appointment letters, explain eligibility, and advise ineligible veterans on next steps. Records & Data Management:
Retrieve/re-file patient charts, print records, reconcile appointments, maintain no-show and wait list data, and complete encounter forms for workload credit. Insurance & Eligibility:
Verify/update demographics and insurance, determine veterans' eligibility, process consent forms, and complete capture. Administrative Support:
Prepare for clinic visits, support outpatient clinics, monitor clinic availability, authorize travel reimbursements, and generate required reports. Coordination with Staff:
Communicate daily with clinical staff, physicians, and case managers regarding scheduling and patient flow. Compliance & Confidentiality:
Follow VA regulations, protect patient confidentiality, and maintain awareness of sensitive information. Problem Reporting:
Report backlogs, delays, uncooperative physicians, and other obstacles to service delivery. Supervision & Independence:
Work independently under general supervision, planning and organizing daily tasks to meet deadlines and VA requirements. Perform other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment: You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications: 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; Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determination: Medical Support Assistant GS-05:
Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring 6 appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment @type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities: 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. Reference: For more information on this qualification standard, please visit the full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 to GS-5. 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). Physical Requirements: See VA Directive and Handbook 5019. 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.
The Medical Support Assistant (MSA) is a staff position located under the Health Administrative Service at the VA New Jersey Health Care System. The VANJHCS is an integrated level 1B system comprising of two facilities: East Orange and Lyons, and ten Community Based Outpatient Clinics (CBOCS) located throughout the State. Major Duties
Scheduling & Appointment Management:
Schedule, cancel, reschedule, recall patient appointments, consultations, and C&P exams. Patient Communication:
Make reminder calls, send appointment letters, explain eligibility, and advise ineligible veterans on next steps. Records & Data Management:
Retrieve/re-file patient charts, print records, reconcile appointments, maintain no-show and wait list data, and complete encounter forms for workload credit. Insurance & Eligibility:
Verify/update demographics and insurance, determine veterans' eligibility, process consent forms, and complete capture. Administrative Support:
Prepare for clinic visits, support outpatient clinics, monitor clinic availability, authorize travel reimbursements, and generate required reports. Coordination with Staff:
Communicate daily with clinical staff, physicians, and case managers regarding scheduling and patient flow. Compliance & Confidentiality:
Follow VA regulations, protect patient confidentiality, and maintain awareness of sensitive information. Problem Reporting:
Report backlogs, delays, uncooperative physicians, and other obstacles to service delivery. Supervision & Independence:
Work independently under general supervision, planning and organizing daily tasks to meet deadlines and VA requirements. Perform other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment: You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications: 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; Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determination: Medical Support Assistant GS-05:
Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring 6 appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment @type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities: 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. Reference: For more information on this qualification standard, please visit the full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 to GS-5. 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). Physical Requirements: See VA Directive and Handbook 5019. 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.