Medical Support Assistant (PTC)

Summary

The VA Northeast Ohio Healthcare System is recruiting for Medical Support Assistants. The Medical Support Assistants will function in Patient Care Administrative Service (PCAS), Patient Transfer Center (PTC).

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties of this position include but are not limited to: Scheduling appointments. Interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, rescheduling patient's appointments and/or consults. Preparing the clinic for visits. Monitoring both inpatient and outpatient appointment for areas of responsibility. Verifying and updating demographics and insurance information. Processing emergency and non-emergency transfers to other VA facilities or private hospitals. Performing basic eligibility, co-pays, and preauthorization requirements for specific coverage Work Schedules: 12AM to 8:30AM, Monday to Friday plus Rotating Weekends & Holidays. Telework: Not Available Virtual: This is not a virtual position Functional Statement #: Medical Support Assistant / (GS-3) 91460A/(GS-4) 91461A/(GS-5) 91462A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Qualifications

In order to qualify for this position, you must meet the requirements below within 30 calendar days of the closing date listed on the announcement. 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. Education: Successful completion of a high school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial level Board or Department of Education. 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: GS-3 Medical Support Assistant (Entry Level)Experience or Education. None beyond the basic requirements. Demonstrated Knowledge Skills and Abilities: None beyond the Basic Requirements. GS-4 Medical Support Assistant (Developmental Level) Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR one year of education above high school. Demonstrated Knowledge, Skills and Abilities (KSAs): The candidate's application/resume will be rated against the following KSAs. 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. GS-5 Medical Support Assistant (Full Performance Level) Experience/Education. One year of experience equivalent to the GS-4 grade level OR two years of education above high school. 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 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. The full performance level of this occupation is GS-5. Applicants can be selected at the GS-3, GS-4, or GS-5 grade levels, References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Requirements

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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. 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. 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.

Education

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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13064344. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 09/25/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.