Clarification from the agency

Per AFGE Master Agreement: First area of consideration will go to qualified current permanent employees of VA Northern Indiana Health Care System. Veteran's preference does not apply to the 0679 occupational series per HRML dated October 8, 2020. This is an Open Continuous Announcement.

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This is an Open Continuous Announcement that will be used for filling GS-03 - GS-05 MSA's for any of the facilities located within the VA Northern Indiana Health Care System area until September 30, 2021. Qualified applicants will be considered and referred as vacancies become available.

Applicant Expiration: Applicants will remain active for 3 months after their initial application is received and/or updated. After that time, you must update your application through your USAJobs account if you would like to be made active again for possible consideration during the open period.

We utilize Open Continuous announcements to accept applications in anticipation of vacancies. Extended announcements provide us a readily available source of applicants when vacancies do occur and are approved. If a vacancy does not occur for the location and grade for which you are qualified and apply, no further notification concerning the announcement will be provided.

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. They consult with clinic staff when processing physician scheduling and administrative orders.

MSAs are responsible for scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing]and documenting medical outpatient and inpatient electronic health records, 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. MSAs at this level refer all questions regarding medical attention to [the] appropriate health care team member.

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. 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 nonemergency 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.).

Work Schedule: Typically administrative, but may include off-tours, weekends, and holidays. Individual schedules will be discussed during the interview process and are subject to change based upon the needs of the Agency.
Financial Disclosure Report: Not required
Telework: Some MSA positions within the Call Center located at the Marion, IN facility may have Telework availability. Incumbent must live or re-locate to an area within commuting distance of the Facility.
Virtual: THIS IS NOT A VIRTUAL POSITION

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

Qualifications

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.j.

Experience. Six months experience of clerical, office, customer service, or other administrative 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 TRANSCRIPTS REQUIRED;

OR

Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. TRANSCRIPTS REQUIRED

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's below:

1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

Grade Determinations - In addition to the basic requirements for employment listed above, the following education and/or experience criteria must be met when determining the grade of candidates:

Medical Support Assistant, GS-4
Experience. One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. This experience may include but is not limited to; 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. They consult with clinic staff when processing physician scheduling and administrative orders.

OR

Education. Two years of education above high school. TRANSCRIPTS REQUIRED.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's 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 [facilitate medical care for patients
2. 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
3. Knowledge of basic medical terminology to assist in the provision of care to patients
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5
Experience. One year of experience equivalent to the GS-4 grade level. This experience may include but is not limited to; 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 complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, 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. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.

OR

Education. Four years of education above high school. TRANSCRIPTS REQUIRED

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's below:

1. 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.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with [internal and external customers.
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Creditable Experience
(1) 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.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting 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 a range of varieties 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 an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

References: VA Handbook 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer
terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Your resume should include your name and current contact information, a description of job duties for each job listed, beginning and ending date (month/year) of employment, and average hours worked per week. Descriptions of job duties must be sufficiently detailed to document the level of your experience.

NOTE: Do NOT include photographs, links to social media such as LinkedIn, inappropriate material, inappropriate content, or personal information such as age, gender, religion, social security number, etc., on your resume.

• For a brief video on creating a Federal resume, click here.
• TIP: A good way to ensure you include all essential information is to use the Resume Builder in USAJOBS to create your resume.
• For additional information see: What to include in your resume.
• IMPORTANT: Please ensure your resumes include up-to-date contact information (phone number(s), email address(s), etc.)

Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.

To determine your qualifications and referral status, we may review your resume and supporting documentation and compare it against your responses to the vacancy questionnaire. Ensure you support your self-ratings by the information you provide in your application. We may verify or assess your qualifications at any time. Inflated or unsupported qualifications may affect your rating. Any misrepresentation or material omission of facts may be enough cause to end further consideration of your candidacy.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.