Clarification from the agency

The Public

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• The MSA is responsible for a variety of customer service functions including data entry, data retrieval and records processing.
• Scheduling, canceling, re-scheduling patient appointments
• The MSA complies with established business rules to create provider request per radiologist protocol and patient requested visits
• Makes reminder calls and sends appointment letters to veterans.
• Creates CD/DVD for image release, inputs disclosure information
• Entering no-show information; monitoring appointment requests from multiple electronic sources.
• Gathers and obtains medical information from patients; request; reviewing electronic health record, obtaining medical records, faxing,
• Participating in huddles with other MSAs, Lead and Supervisor to determine the daily needs of the facility,
• Monitoring outpatient appointments in area of responsibility; and verifying and updating demographics when contacted by patients.
• Monitors the needs of inpatient and outpatients in the assigned area alerting high level staff with concerns
• Responsible for answering telephone calls, secure messaging, and chat messages, emails
• Greeting patients, relaying messages to appropriate staff inside or outside of the facility.
• The incumbent complies with all mandatory training requirements.
• He/she is responsible for verifying and updating demographics and insurance information processing
• The MSA also elicits information from the veteran necessary to complete Insurance capture
• The MSA may at times advise the veteran on his/her eligibility for care and provide a meaningful explanation to an ineligible veteran based on Department of Veterans Affairs (VA) regulations and applicable law and refers the veteran to an appropriate source for further information when appropriate.
• The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• The incumbent is responsible for maintaining the confidentiality of information obtained to carry out required duties.
• He/she is constantly aware of the sensitive nature of the information being communicated or discussed.
• Verifying and updating demographics and insurance information
• Routinely communicates with Radiologist, physicians, and other allied health professional staff using sound interpersonal skills
• Performs duties as assigned to ensure efficient and effective operations.

Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m.
Virtual: This is not a virtual position.
Functional Statement #: 51948F

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 trial period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• 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).
• Complete all application requirements detailed in the "Required Documents" section of this announcement

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.

I. 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: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

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) Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Grade Determination
In addition to the basic requirements for employment listed in paragraph 3 above, the] following (education and experience) criteria must be met when determining the grade of candidates:

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 7 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.).

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.

SUBSTITUTION OF EDUCATION FOR EXPERIENCE: You may substitute education for specialized experience if you possess the following :At least four (4) years of Education above high school or a Bachelors Degree (You must submit copies of transcripts as proof)

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

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.

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.