Medical Support Assistant

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 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 Basic Experience and Education: Experience None Education: Education High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education Certification None required 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 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:GS-0679-05 Experience or Education (a) Experience One year of creditable experience equivalent to the next lower grade which include but is not limited to, creditable experience includes performing clerical or administrative duties in a medical or healthcare setting This may involve scheduling appointments, greeting and checking in patients, updating demographic and insurance information, handling phone calls, entering data into electronic systems, retrieving or filing medical records, managing messages for clinical staff, and providing customer service related to patient care Experience should demonstrate the ability to follow procedures, use computer systems, communicate effectively, and support daily clinic or office operations OR, (b) Education Two years of education above high school Candidates must demonstrate (on the resume) all of the KSAs below: - 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 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 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.) Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS5 Physical Requirements: The work is primarily sedentary, requiring extended periods of sitting while using a computer Some walking, standing, bending, and carrying of light items such as papers, files, or office supplies may be required The position involves frequent communication in person and by telephone No special physical demands are required to perform the duties of this position. ]]>