Clarification from the agency

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 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

Other duties as assigned.

Work Schedule: Monday - Friday 7:00am - 3:30pm or 7:30am - 4:00pm
Telework: Not Available
Virtual/Remote: This is not a virtual or remote position.
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.
• 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. None
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

Assignment. Employees at this grade level serve in a MSA entry-level developmental position. This is an entry level MSA position. It is expected that MSAs at this level will 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 annotate patient records. They perform front desk duties, receive 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.

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. One year of education above high school.

Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs:
(a) Knowledge of basic medical terminology to assist in the provision of care to patients.
(b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
(c) 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.
(d) 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.

Assignment. This is a developmental level MSA position. It is expected that MSAs at this level will 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 VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative

GS 05 Requirements

Experience. One year of creditable experience equivalent to the [GS-4] grade level;
OR,
Education. Two years of education above high school.

Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs:
a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
(b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
(c) 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.
(d) Ability to schedule medical appointments in a clinical setting.
(e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
(f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.

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 health care 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, and 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 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.).

References: VA Handbook 5005, Staffing, Part II, Appendix G17. 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, Employee Occupational Health Service for requirements. 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, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

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.