Qualifications

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
• 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
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)
• Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates
• Medical Support Assistant, GS-3: Experience or Education
• High School Diploma with desire for some post high school education or equivalent experience
• Assignment
• This is an entry level MSA position
• It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision
• At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients
• They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records
• They perform front desk duties, receives telephone call, and visitors to the MSA unit
• They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification
• They consult with clinic staff when processing physician scheduling and administrative orders
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments
• Ability to utilize computer systems to enter administrative data in patient systems
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care
• Medical Support Assistant, GS-4 Experience
• One year of experience in 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 some equivalent experience
• Assignment
• This is a developmental level MSA position
• It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks
• Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment
• interviewing patients for appointments
• referring patients to other medical specialty clinics
• providing information to patients necessary to resolve VA Handbook complaints
• interacting with both internal and external customers
• reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records
• verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system
• obtaining medical information from patients
• coordinating information and actions related to patient care and services
• and scheduling appointments in accordance with VHA national scheduling guidelines
• [MSAs at this level refer] all questions regarding medical attention to the appropriate health care team member
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients
• Ability to use, and navigate between, various types of office automation equipment and software (i.e
• computer systems, web based scheduling programs
• insurance collection system
• scanning software, multiple line phone systems
• electronic faxing programs) to support patient care
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• Medical Support Assistant, GS-5 Experience
• One year of experience equivalent to the [GS-4] grade level
• OR Education
• Two years above high school or some equivalent experience
• 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 clinical staff instructions to patients
• Ability to schedule medical appointments in a 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
• Preferred Experience: With strong customer service, clerical, and administrative experience
• The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: The work is mostly sedentary
• It typically requires sitting with sustained periods of concentration
• There will be some walking, standing, bending, and carrying of relatively light objects
• The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain
• Incumbent may occasionally have to walk some distance to a meeting.