Medical Support Assistant

This Medical Support Assistant position provides clerical and administrative support to the patients and staff.

Qualifications:

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.
• Basic Requirements.
  • 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.
  • Experience/Education Requirement
    • Experience . 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,
    • Education. One year above high school; OR,
    • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Applicants 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).Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard (August 1, 2019) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

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 (Entry Level): None beyond the basic requirements.

AND

Candidates must demonstrate all of the KSAs below:

1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. 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 (Intermediate Level): To qualify candidates must meet either:

• 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. Two years of education above high school.

AND
Candidates must demonstrate all of the KSAs below:

1. 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.
2. 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.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. 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 (Full Performance Level): To qualify candidates must meet either:

• Experience: One year of experience equivalent to the GS-4 grade level. OR,
• Education. Four years of education above high school;

AND
Candidates must demonstrate all of the KSAs below:

1. 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.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

NOTE: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

References: August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-5.

Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.

Responsibilities:

The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Employee plans and organizes work general assistance from the supervisor as to meet local and VA - wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Employee is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies, and instructions. Perform other duties as assigned.

Assignments at this level include, but are not limited to:

• Scheduling, cancelling, re-scheduling patient's appointments and/or consults
• Entering no-show information
• Monitoring the electronic wait list
• Preparing for clinic visits
• Monitoring both inpatient and outpatient appointments for areas of responsibility
• Ensuring encounter forms are completed to obtain appropriate workload credit
• Verifying and updating demographics and insurance information
• Processing all emergency and non-emergency transfers to other VA facilities or private hospitals
• Performing basic eligibility, co-pays, and preauthorization requirements for specific coverage, printing the (EARR) Encounter Action Required Report for the area assigned daily.
• Adhere to the daily work procedures.
• Adhere to the phone call etiquette with all veterans and TVHS Staff.
• Other duties as assigned.

Work Schedule: Shifts will be discussed at the interview some shifts will include weekends and possible holidays.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Recruitment Incentives: Authorized for highly qualified candidates
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required