Medical Support Assistant

The Dept of Veterans Affairs, Indianapolis VA Medical Center is seeking motivated individuals to join their team to serve as an Medical Support Assistant.
This is open continuous announcement. We accept applications on an ongoing basis; qualified applicants will be considered as vacancies become available

You may be referred to multiple departments and locations.

The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required
Documents below.

• Provides front-line assistance to customers with questions or concerns.
• Responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Schedules, cancels, and re-schedules patients' appointments and/or consults.
• Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely.
• Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats.
• Verifies and updates demographics and insurance information.
• Demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.
• Complies with Employee Education requirements by completing mandatory annual assignments and with any other training or education requirements as determined by the supervisor.
• Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public.

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

• Experience or Education: None beyond the basic requirements.

• Experience. One year of creditable experience equivalent to the next lower grade.
  OR
  Education. One year of education above high school.
• Demonstrated Knowledge, Skills, and Abilities. In addition candidates must demonstrated all of the KSA's below:
  • Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to [facilitate medical care for patients
  • Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care
  • Knowledge of basic medical terminology to assist in the provision of care to patients
  • Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

• Experience: One year of creditable experience equivalent to the next lower grade.
  OR
  Education. Two years of education above high school. TRANSCRIPTS REQUIRED
• Demonstrated Knowledge, Skills, and Abilities. In addition candidates must demonstrated all of the KSA's 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

• Grandfathering Provision: 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: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work.

• 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 probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• 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 complaint cannot be utilized as an acceptable form of identification for employment.
• 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.