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.
• Experience and Education:
  • 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; OR
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Physical Requirements: See VA Directive and Handbook 5019.g.
• 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.

• Operate a computer at a seated position (sedentary) with minimal direction;
• Comply with standards in high stress/high pressure situations;
• Communicate tactfully in high volume, potentially noisy, customer service area;
• Maintain a positive attitude in an environment with high customer demands;
• Learn and apply de-escalation techniques;
• Manage their time;
• Provide directions and instructions to customers in a courteous fashion.

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.

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.

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.