Clarification from the agency

The public. Salary will be set according to duty location.

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• The MSA works collaboratively with staff at the Medical Center, Contract Vendors, Medical Center affiliates, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate Veteran Community Care activities.
• This coordination involves multi-disciplinary communication and coordination as a member of a cross-functional team.
• The MSA must assist with the coordination of records between Medical Center and CITC providers and coordinate the return of outside records to the CPRS/VISTA Imaging System to process results to the VA Provider.
• The employee maintains effective and effective communication with the patient, the interdisciplinary team, VA Medical Centers, contract providers and community providers.
• The MSA supports Patient Safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number.
• The MSA coordinates care for Veterans eligible for Community Care which includes processing consults, coordinating care with Community Providers and/or Third Party Administrators and ensuring the Veteran receives the necessary medical appointment timely.
• The employee coordinates and ensures that medical records are received timely and ensures the Community Care consult is completed and closed when all of the treatment is received.
• The MSA coordinates between the VA Medical Staff and the Community Providers and/ or Third Party Administrators to ensure that all necessary treatment is provided.
• The MSA will coordinate and is responsible for all administrative duties associated with Community Care Coordination, receives consults via the electronic medical record, coordinates and receives the necessary documentations to facilitate the processing of the consult, ensures the Veteran receives the appropriate Community Care appointment and closes out the consult when completed.
• The MSA provides patients correct instructions on test preparation, diets, and procedural requirements for varying procedures and specialty services specific to each community provider's standard of care which affects the efficiency, accuracy, and acceptability of patient care procedures, processes, and services in the community.
• The MSA facilitates the interdisciplinary coordinated care model and works in collaboration with the Clinicians to ensure the appropriate medical documentation is received for the Community Care appointment, develops and maintains an effective and efficient communication with the Veteran, VA Clinicians, Private Clinicians, and other agencies.
• The MSA is responsible for answering all questions from Veterans, VA Clinicians and Private Clinicians. Communication to resolve payment issues with patients and providers may involve interaction with contacts that are uncooperative, irrational, or mentally/physically unstable. Incumbent must be skillful in approaching individuals or groups in order to achieve desired results.
• The MSA serves as a key member of the Health Administration Services performing other duties as assigned by management and participates actively, positively, and helpfully in all issues having impact on the service as a whole.

Work Schedule: 7:00 am to 3:30 pm Tour is based on Mountain Standard Time (MST)
Virtual: This is NOT a virtual position.
Functional Statement #: 53850A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): 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).

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.
• b. Experience and Education.(1) 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,
• (2) Education. One year above high school; OR,
• (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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 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

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's 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. 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:

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-5Experience. 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:

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.

Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Creditable Experience
(1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or [an equivalent position in a non-VA hospital or clinic setting.

(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level.

(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

References: VA Handbook 5005/117 PART II APPENDIX G45The 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 majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. 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, resume, 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.