Medical Support Assistant

Qualifications Basic Requirements: a Citizenship Be a citizen of the United States (U.S.) Non-citizens may be appointed when it is not possible to recruit qualified citizens b Experience None c Education High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education d Licensure/Certification/Registration None f Foreign Education To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials g Physical Requirements See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements h English Language Proficiency Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f) Grade Determinations: Medical Support Assistant, GS-03 Experience or Education None beyond the basic requirements Assignment This is an entry level MSA position It is expected that MSAs at this level will receive guidance from more experienced staff members and require frequent and direct supervision Medical Support Assistant, GS-04 Experience or Education (a) Experience One year of creditable experience equivalent to the next lower grade. OR (b) Education One year of education above high school Knowledge, Skills, and Abilities (KSAs).In addition to the experience or education above, the candidate must demonstrate the following KSAs: (a) Knowledge of basic medical terminology to assist in the provision of care to patients (b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics (c) 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 (d) 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 Assignment This is a developmental level MSA position It is expected that MSAs at this level will 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 Medical Support Assistant, GS-05 Experience or Education (a) Experience One year of creditable experience equivalent to the next lower grade OR (b) Education Two years of education above high school Knowledge, Skills, and Abilities (KSAs) In addition to the experience or education above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure asatisfactory resolution (c) Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifyinginformation (PII) into or from electronic health records, scheduling systems, and/or reports (d) Ability to schedule medical appointments in a clinical setting (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work (f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers 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 health care 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, and scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Reference: For more information on this qualification standard, please visit 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. ]]>