Medical Support Assistant.

Multiple positions at the Orlando VA Healthcare System. The tours of duty will be established based on demand of the work area. The incumbent is expected to present to work in a professional manner in accordance with acceptable workplace behavior and established tours of duty.

Position requirements and duties of the Medical Support Assistant

  • Develop and maintain effective and efficient communication with the patient interdisciplinary team, VA Medical Centers, and other agencies.
  • Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
  • Assures all visitors and telephone calls are answered and referred in a prompt and courteous manner.
  • Performs scheduling, canceling, re-scheduling of patient appointments and consults.
  • Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.
  • Analyze situations to determine what decisions can be made or if advise of higher authority is needed.
  • Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.
  • Update and verifies patient demographic information.
  • Provides information regarding clinic and hospital policies, procedures and locations to patient(s), family members, and staff.
  • Maintains patient’s confidential records.
  • Scan and enters information into VISTA, CPRS.

Experience/Education requirements for the Medical Support Assistant

  • You must be a U.S. Citizen to apply for this job.
  • 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, One year above high school; OR, Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • 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.
  • Must pass pre-employment physical examination; the Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.


The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and make adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through My HealtheVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.