Clarification from the agency

Open to current, permanent VA employees of the Milwaukee VA Medical Center (includes CBOCs and VCS) NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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The incumbent will assists with patient check-ins and discharges by confirming patient identifiers and assembling admission/discharge packets; performs data entry for patient movements, transfers, and census changes in CPRS and Bed Management System (BMS).

Major Responsibilities:

• Interacting with both internal and external customers;
• Professionally serving as area's communication liaison through the operation of a multi-line telephone and paging system;
• Establishing patient records, and/or routing patient records accurately and appropriately to be scanned into the patient's electronic medical records via the file room;
• Interpreting and verifying provider orders and demonstrating complete established administrative action for each order;
• Scheduling appointments in accordance with VHA national scheduling guidelines;
• Monitoring both inpatient and outpatient appointments for areas of responsibility;
• Verifying and updating patient demographics upon discharge;
• Entering work orders, maintaining adequate and appropriate office supplies for their assigned areas;
• Providing front line hardware and software support to the medical staff in their assigned areas, only referring more complex matters to the IRM helpdesk or CPRS helpline

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.
• 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.
• 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.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

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:

Experience: Six (6) 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 (1) 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: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

GS-3 Medical Support Assistant:

Experience or Education. None beyond the basic requirements listed above.

AND

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-4: Medical Support Assistant:

Experience: One (1) 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.

AND

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 Medical Support Assistant:

GS-5 Level Experience: One (1) year experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: scheduling and rescheduling patients for treatment; interviewing for appointment: referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal 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 appointment in accordance with VHA national scheduling guidelines.

OR

Education :Successful completion of four (4) years of education above high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university ( TRANSCRIPTS REQUIRED)

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.