Clarification from the agency

Current and permanent VA employees

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The Medical Support Assistant (MSA) performs a wide variety of administrative and clerical duties as a member of the health care team. The MSA utilizes multiple computer applications, as well as the integrated electronic medical record system. The MSA will obtain or will have knowledge of medical terminology and administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required on a daily basis to carry out the functions of this position. Assignments at the full performance level (GS 05) include but are not limited to:

1. Manage written and faxed correspondence, and paper medical records within teamlet / team and coordinate release of information in accordance with policy
2. Verify and update demographics
3. Manage health insurance information, verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system
4. Manage Primary Care Group workload information, ensuring data captured according to Medical Center and HIMS established methodology using encounter system
5. Assist Primary Care staff in development, preparation and use of reports associated with group practice performance, workload and business practices to optimize overall clinic practice
6. Coordinate information and actions related to patient care and ancillary services, manage scheduling package, and schedule appointments with Providers as recommended by Providers, PC clinical team members and integrated interdisciplinary team members in accordance with VHA national scheduling guidelines, TMS training, Primary Care instruction and business rules
7. Manage Recall Reminder system for assigned teamlet and PC team
8. Manage assignment and inactivation of patients in PCMM

Work Schedule: Full time; Work Schedule to be discussed with supervisor.
NOTE: Evenings, weekends and holidays may be required.
Compressed/Flexible:Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: PD000000, PD21M14A, PD21M14A, PD21M14F, and PD21M14F
Recruitment Incentives:Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized
Financial Disclosure Report: Not required

This is an OPEN CONTINUOUS announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• 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 background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• 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 Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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: 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.

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:
GS 03 Requirements
Experience or Education: None beyond the basic requirements (stated above).
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs 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.

GS 04 Requirements
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.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs 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.

GS 05 Requirements
Experience:One year of experience equivalent to the [GS-4] grade level;
OR,
Education: Four years of education above high school.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs 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.

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: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. 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.

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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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.