Videos

Duties include, but are not limited to:

• Scheduling, appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Scheduling, canceling, re-scheduling patient's appointment and/or consults.
• Monitoring both inpatient and outpatient appointments for areas of responsibility.
• Verifying and updating demographics and insurance information.
• Performing basic eligibility, co-pays and preauthorization requirements for specific coverage.
• Planning and organizing work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, and special assignments and only refers to the non-routine and high technical problems to his/her supervisor.
• Reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians for the record.
• Maintaining the confidentiality of information obtained to carry out required duties.
• Routinely communicating with physicians, case managers, and other allied health professional staff using sound interpersonal skills, constantly aware of sensitive information.
• Working independently making decisions based on guidelines, precedents and regulations and performing duties in such a manner that only minimal supervision is required.
• Communicating and treating customers in a courteous, tactful, and respectful manner.
• Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive, emotional, and chronological maturation of the patient.
• Responsible for protecting data from unauthorized release or from loss, alteration, or unauthorized deletion.
• Responsible for following applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out in the computer access agreement.
• Complying with all safety/fire prevention rules/regulations, using protective equipment when required and provided.
• Possessing the knowledge and skills required to effectively implement the GEMS (Green Environmental Management System).
• Performs other duties, as assigned.

Conditions of employment

• U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Designated and/or random drug testing required
• Selective Service Registration is required for males born after 12/31/1959
• Must be proficient in written and spoken English
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Must pass pre-employment physical examination
• Must submit all the required documents: VA form 10-2850c and Detailed Resume

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, .

BASIC REQUIREMENTS:
Citizenship. Citizen of the United States.
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.
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.
GRADE REQUIREMENTS.
Grade Determinations- In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:

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

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs 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.

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 OR
Education. Two years of education above high school.
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 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.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of 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 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; OR, Education. Four years of education above high school.
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. 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 non-emergency 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.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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.

References: VA Handbook 5005/ 117 Appendix G45 reference and appropriate VA Qualification Standard

The full performance level of this vacancy is GS-5.

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.

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.