Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g.)
Experience and Education
(1) Experience. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or
(2) Education. One year above high school; or
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
All candidates must undergo a pre-employment physical examination.
-Work is primarily sedentary.
-Required to sit for various lengths of time.
-Some bending, walking and lifting required.
English Language Proficiency.
MSAs must be proficient in spoken and written English
GS-3 MSA (Entry Level) Experience or Education. None beyond the basic requirements.
Assignment. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.
GS-4 MSA (Developmental Level) Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.
Assignment. This is a developmental level MSA position. It is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. Assignments at this level include but are not limited to: interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from
patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. The MSA refers all questions requiring immediate medical attention to appropriate health care team member.
Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate 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 complete job assignments.
2. Ability to use various types of office automation equipment and software.
3. Ability to set up, organize, and maintain record systems.
GS-5 MSA (Full Performance Level) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.
Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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'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 in order 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 pre authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2. Knowledge of basic medical terminology.
3. Ability to make appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5. Ability to communicate effectively and professionally with employees at varying grade levels.
6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
References : VA Handbook 5005, Part II, Appendix G45, Medical Support Assistant Qualification Standard
at http://www.va.gov/ohrm/joblistings/VAQualStds.doc (also available in the local Human Resources Office) and OPM Group Coverage Qualification Standard for Professional and Scientific Positions at http://www.opm.gov/qualifications/standards/IORs/GS0100/0185.htm.