Medical Support Assistant

The Cincinnati VA Medical Center is looking for a Medical Support Assistant who is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. The employee may work in the Call Center, Urgent Care, or in an interdisciplinary care team within a primary care team or specialty clinic on an infrequent basis.

The Cincinnati VA Medical Center (CVAMC) is a two-division campus located in Cincinnati, OH and Fort Thomas, KY serving 15 counties in Southwest OH, Northern Kentucky, and Southeast Indiana with 6 Community Based Outpatient Clinics located in Bellevue, KY; Florence, KY; Lawrenceburg, IN; Hamilton, OH; Clermont County, OH, and Georgetown, OH. The CVAMC also supports two off main campus locations in the Cincinnati area via an Eye Center and Mental Health Outreach Community Division. Duties: Schedules and reschedule patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; 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 in accordance with VHA national scheduling guidelines. Plans and carries out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's references. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring 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 nonemergency 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.). Advises clinical staff on current administrative processes. Follows through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics available at the CBOC. Schedules all appointments with the patient's input, either in person or by phone. Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Work Schedule: Monday - Friday, 1530-2400, Rotating Weekends Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 91460-A, 91461-A, 91462-A Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

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. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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 evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.