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Medical Receptionist

Company: Department of Veterans Affairs
Location: Lubbock
Posted on: June 12, 2021

Job Description:

* Videos


* Duties




The Medical Support Assistant (MSA) is a highly specialized position and performs multiple duties. The incumbent serves a Float MSA and can be assigned to support one of the outpatient clinical areas, Call Center or for special projects as needed. Assignments are made by the Chief, Ambulatory Care and Processing (AC&P), which may change daily and often can change multiple times daily.

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The MSA works collaboratively in an interdisciplinary coordinated care delivery model in PACT or specialty care setting where the PACT model is used, and may be required to serve on more than one team. The incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. He/she must determine the nature of requests and provide the information desired using privacy rules and established clinic processes. 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.

The MSAS is responsible for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The MSA must review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary) and assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The incumbent will notify his/her supervisor when clinic access is outside established performance guidelines or if an individual patient cannot be scheduled within mandated clinic timeframes and/or by the patient's desired date. He/she will work with the team to reinforce the plan of care by entering appropriate information into the electronic record (when directed)and through monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work).

The MSA will schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures. The incumbent will daily review active/pending consults, Electronic Wait List, and Recall List reports for accuracy and disposition. All appointments will be made with the patient's input or based on instructions from the clinic provider or other appropriate clinic staff. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The incumbent is responsible for notifying the provider or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures. Scheduling instruction conflicts which cannot be appropriately resolved within teamlet must be elevated to the MSA's supervisor.

Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. The MSA must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. The incumbent may also be required to train other MSA levels on the Insurance Capture Buffer (ICB) process.

Work Schedule: Monday to Friday 8:00am to 4:30pm

Financial Disclosure Report: Not required

Note: This is a Bargaining Unit Position.

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 * 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


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: 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. * Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. * English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j

Preferred Experience:

1. Basic Knowledge of Microsoft Computer Applications.

2. 18 months of healthcare experience utilizing computerized patient medical record programs/ databases.

3. 18 months of experience working in a customer service setting, resolving customer issues.

Grade Determinations: Medical Support Assistant GS-5

Experience: One year of experience equivalent to the GS-4 grade level;


Education: Four years of education above high school.

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

i. 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.

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

iii. Ability to schedule medical appointments in a clinical setting.

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

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

vi. 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 dated August 1, 2019.

The full performance level of this vacancy is 5. The actual grade at which an applicant may be selected for this vacancy is GS-05.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.


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:

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Keywords: Department of Veterans Affairs, Lubbock , Medical Receptionist, Other , Lubbock, Texas

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