Medical Support Assistant (Advanced)-Care in the Community

Qualifications KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document Creditable Experience: Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. Basic Requirements: Citizenship: Be a citizen of the United States (U.S.) Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a) Experience No experience required Education High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education Licensure/Certification/Registration None Physical Requirements See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements English Language Proficiency Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f) 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) Medical Support Assistant (Advanced) GS-6 This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation You must meet the basic requirements and the following: REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution 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 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 AND Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below: Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is 6 Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. ]]]]>