The position is located within the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), Orlando VA Medical Center (VISN 8), under the Pathology and Laboratory Service. The Medical Support Assistant (MSA) at the full performance level is responsible for providing administrative support to the Pathology and/or Laboratory Medicine Service at the Inpatient/Outpatient Laboratory Registration and/or Main Laboratory Receiving Accessioning Area(s).
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. Education and Experience. Must meet one of the following: (a) One year of creditable experience equivalent to the GS-4 grade level, which is directly related to the position to be filled, or (4) years of education above high school. 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. Grade Determination: 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. Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.] The MSA is 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. Assignments at this level include, but are not limited to: 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. Coordinates administrative functions relating to] emergency and non-emergency 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.) 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 (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 staff instructions to patients. Ability to schedule medical appointments in 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. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/06/2026. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. The incumbent must be able to perform moderate lifting of 15-50 pounds, straight pulling, pushing, reaching above the shoulder, use of fingers and both hands, walking 4-8 hours, standing 4-8 hours, kneeling, repeated bending, and use of both arms and legs. Specific visual requirements include vision for both eyes, depth perception, the ability to distinguish colors and shades of colors, and the ability to read ordinary type without strain. The incumbent must have adequate hearing (aids permitted), and the emotional stability and mental stability to deal with stressful situations. See VA Directive and Handbook 5019. Work Environment: Work is performed in a clinical laboratory setting with minimal/moderate risks that requires universal safety precautions and use of approved Personal Protective Equipment (PPE); the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling, canceling, rescheduling patient's appointments, consults and/or laboratory orders/procedures; entering no-show information; conducting patient check-in and review health records on all walk-in patients to be served by the laboratory; monitoring the electronic patient wait list; preparing for laboratory clinic visits; monitoring both inpatient and outpatient laboratory procedures appointments/orders for areas of responsibility; ensuring completeness of providers active laboratory orders to obtain appropriate workload credit and encounters. Major Duties include but are not limited to: Assist patients and visitors arriving at the laboratory. Respond to patient inquiries via phone, secure messaging, or in-person, providing accurate information about laboratory services, test preparation, and results retrieval. Conducts patient check-in and review health records on all walk-in patients to be served by the laboratory to determine the nature of the laboratory work to be performed. Ensure patients understand laboratory procedures and provide any necessary documentation or instructions for non-routine specimen collections and performs clerical work in the Inpatient/Outpatient laboratory area while in support of the care and treatment given to patients throughout the hospital. Schedule, reschedule, and cancel laboratory appointment and laboratory orders using VA's approved electronic medical records system (CPRS/VistA or Cener, approved laboratory patient electronic Queue Software system). Generate and manage patient callbacks and/or appointment reminder calls or notifications whenever patient testing needs to be recollected to minimize delays inpatient care. Interacts and communicates with patients, caregivers, providers, ward and clinic staff on a regular basis to verify patient status and identity, obtain required demographic information, or otherwise clarify orders or resolve problems with laboratory test requests. Accurately label, log, and accessions specimens upon receipt at the front desk, ensuring correct patient identification and specimen routing. Track and document the receipt and dispatch of laboratory specimens at the front desk. Maintain and organize physical and electronic files, as required, ensuring all records are current and accurately reflect patient interactions. Serve as a communication liaison between the laboratory and other medical departments, ensuring timely dissemination of information and coordination of care. Participate in team meetings and provide input on improving laboratory processes and patient care services. Identify and report any issues that may impact laboratory operations or patient safety. Work Schedule: Monday - Friday 6:30am -3:00pm; rotating weekends/Holidays and extended hours based on service needs. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 82597F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized