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The MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes, and support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers. Responsibilities include but not limited to:

• Answer 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
• Schedule, cancel, re-schedule patient appointments and/or consults
• Enter no-show information and monitor appointment requests from multiple electronic sources
• Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
• Monitor both inpatient and outpatient appointments in areas of responsibility
• Verify and update demographics and insurance information when patients check-in for appointments
• Coordinate 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.)
• Serve as an initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems
• Utilize practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment
• Apply, knowledge of standard procedures, utilizing medical records, and medical terminology

At the GS-5 level, it is at full performance and is expected that MSA's independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes.

Work Schedule: This will be discussed during the interview, multiple schedules are available and will be determined upon selection.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #00
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

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.
• 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 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.
• 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.

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:

Medical Support Assistant, GS-5

• Experience: One year of experience equivalent to the GS-4 grade level. Experience 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 VA Handbook 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. OR,
• Education: Four years of education above high school; AND,
• 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, Part II, Appendix G45, MSA Qualification Standard.

The full performance level of this vacancy is GS-05.

Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records etc.).

Resume Reminder: Your resume must include the following for each job listed:1) Job title and grade level/salary. In order to show that you meet the experience requirements, you must document grades you have held and how long you have held them;2) Duties, examples for each work experience, examples of relevant experiences and accomplishments that prove you can perform the tasks at the level required for the job as stated. You must include enough detailed information to support your specialized experience;3) Month, day and year start/end dates (e.g. 04/02/2019 to 04/13/2020);4) Hours worked per week for all jobs listed.5) Full Name and address of Employer6) Name of Supervisor or Contact name7) Complete phone number of Supervisor/Contact.

To credit experience, you must provide demonstrated experience. Reiterated knowledge skills and abilities will not be qualifying. Narrative responses to explain tasks completed, accomplishments made, and/or specific instances where the skillset has been applied in work are recommended in the assessment questionnaire

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.