Qualifications

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
• 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-3 Experience or Education
• None beyond the basic requirements 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
• Medical Support Assistant, GS-4 Experience
• One year of creditable experience equivalent to the next lower grade.OR Education
• One year of education above high school (transcripts required)
• AND Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: i
• 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
• ii
• 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
• iii
• Knowledge of basic medical terminology to assist in the provision of care to patients
• iv
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• 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
• Medical Support Assistant, GS-5 Experience: One year of creditable experience equivalent to the next lower grade
• OR Education
• Two years of education above high school (transcripts required)
• AND Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: i
• 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
• ii
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• iii
• Ability to schedule medical appointments in a clinical setting
• iv
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• v
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers
• vi
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution
• 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
• Reference: For more information on this qualification standard, please visit https://department.va.gov/employees/va-qualifications-standards/
• 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.