Citizenship. 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. 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
Education. One year above high school; or
Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Certification. None required.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted or demoted within the occupation.
(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
(3) If an employee who was converted to title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
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.
Physical Requirements.The work is primarily sedentary. However, there may be some walking, standing, bending, carrying, and lifting lights items such as papers, books, and files. No special physical demands are required.
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 3j.
a. Creditable Experience
(1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.
b. Grade Determinations. The following criteria must be met when determining the grade of candidates:
GS-3 MSA (Entry Level)
(a) Experience or Education. None beyond the basic requirements.
GS-4 MSA (Developmental Level)
(a) 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 the high school.
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 preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
KSA 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.
KSA 2 - Knowledge of basic medical terminology.
KSA 3 - Ability to make appointments in a clinical setting.
KSA 4 - Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
KSA 5 - Ability to communicate effectively and professionally with employees at varying grade levels.
KSA 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 : Input applicable reference and links. VA Handbook 5005/23, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD .
APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html All education claimed by applicants will be verified by the appointing agency accordingly. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.
HOW YOU WILL BE EVALUATED:
Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.