Medical Support Assistant

The VA Ann Arbor Healthcare System (VAAAHS) is hiring a Medical Support Assistant for the Clinical Access Management Service at the Lieutenant Colonel Charles S. Kettles VA Medical Center in Ann Arbor, Michigan. This role is essential to the Ann Arbor Switchboard, ensuring that daytime calls are properly received and routed to the correct departments. Major duties: Major duties of this position will include, but are not limited to: independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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.

Coordinate 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.). Advise clinical staff on current administrative processes. Responsible for following through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics available at the CBOC.

Schedule all appointments with the patient's input, either in person or by phone. Work Schedule: Monday - Friday, 07:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91462A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Aurhorized 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. 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 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, i