Medical Support Assistant-Patient Support

Overview

The PSSD Medical Support Assistant provides administrative and customer service support to inpatient and outpatient areas of the NIH Clinical Center. This role serves as a liaison between patients and clinical staff, ensuring efficient scheduling, registration, travel coordination, and a positive patient experience.

Work Location:

• In-office, NIH Clinical Center - 9000 Rockville Pike, Building 10, Bethesda, MD 20892.

Responsibilities

• Greet and assist patients, families, visitors, and staff in person and by phone
• Process patient arrivals, monitor wait times, and notify care teams
• Schedule, cancel, and coordinate patient appointments
• Perform patient registration and admissions; update demographic information
• Create and process patient travel vouchers and reimbursement documentation
• Arrange patient transportation and interpreter services
• Support reception, documentation, reporting, and data entry
• Maintain patient confidentiality and comply with Privacy Act requirements
• Float across PSSD units as needed

Qualifications

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• High School Diploma or GED
• Minimum 1 year of healthcare experience with direct patient interaction
• Strong customer service, communication, and organizational skills
• Computer proficiency (Microsoft Word, Excel, Outlook)
• Adherence to NIH standards of conduct, appearance, customer service, and confidentiality
• Ability to obtain and maintain NIH PIV (HSPD‑12) clearance

Preferred Qualifications:

• Prior experience supporting the National Institutes of Health or other federal healthcare organizations.
• Familiarity with MSA roles and workflows.
• Experience with electronic health records (EHR) or patient management systems.
• Prior experience supporting 24/7 operations or shift-based workforce environments.

Knowledge, Skills and Abilities:

• Basic understanding of healthcare administrative workflows, including scheduling, registration, and admissions
• Familiarity with medical terminology and patient care environments
• Knowledge of patient privacy, confidentiality, and HIPAA/Privacy Act standards
• General understanding of customer service principles in a healthcare setting
• Strong customer service skills with the ability to communicate clearly, professionally, and compassionately
• Proficient in computer use, including electronic scheduling systems and Microsoft Office (Word, Excel, Outlook)
• Accurate data entry and attention to detail in high‑volume, fast‑paced environments
• Effective verbal and written communication skills
• Ability to manage multiple tasks, prioritize workload, and meet deadlines
• Strong organizational and documentation skills

Estimated Salary/Wage