Clarification from the agency

This is an "Open Continuous Announcement" that will be used for filling Medical Support Assistant positions for any of the services located within the Chalmers P Wylie Veterans Outpatient Clinic and associated CBOC until September 30, 2022. Current permanent Chalmers P. Wylie Veterans Outpatient Clinic employees should apply to the internal posting CBSR-11343361-22-MN Qualified applicants will be considered and referred as vacancies become available and may be referred more than once.

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The MSA works collaboratively in the Contact Center model of Veteran care. The MSA uses approved patient systems in support of multiple and disparate clinics in an interdisciplinary coordinated care delivery model. The MSA takes calls on a daily basis to schedule and address the needs of Veterans and other stakeholders related to Veterans receiving care and to connect these personnel to the department/staff they need to speak with. The MSA maintains effective and efficient communication with all members of the Contact Center team. The MSA is a daily resource to the Contact Center team members for questions and learning. When issues arise that are more complex in nature, the MSA elevates them to Contact Center management for systematic review and resolution. The MSA recommends changes via chain-of-commend regarding existing clinic scheduling procedures based on administrative guidelines. Other duties include but are not limited to participating on special work groups and committees to provide input on operational issues and procedures; assisting with administrative follow-up actions as directed; participating in team huddles by sharing information and collaborating with the Contact Center team to assure optimal Veteran scheduling; precepting MSAs new to the VACOHS Contact Center as needed; timekeeping or other special duties if assigned.

Work Schedule: Full Time, Varying/Rotating Shifts, Weekday Shifts, Evening Shifts, Holiday and Weekend work schedules.
Position Title/Functional Statement #:Medical Support Assistant/PD00000
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel

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

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).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-3:

• 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
• Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's below:
  • Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
  • Ability to utilize computer systems to enter administrative data in patient systems.
  • 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. 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:
  • 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
  • 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
  • Knowledge of basic medical terminology to assist in the provision of care to patients
  • 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:
  • 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.
  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
  • Ability to schedule medical appointments in a clinical setting.
  • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
  • Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with [internal and external customers.
  • 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 Part II Appendix G45. Medical Support Assistant Qualification Standard GS-679. This can be found in the local Human Resources Office.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 work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office or meeting or training room. The physical requirements of this position are concerned with the mental/emotional and physical ability of the incumbent to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by VA Directiv

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.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.