Clarification from the agency

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Duties for a Medical Support Assistant (MSA), at the full performance level of a GS-679-5 include:
- Scheduling, canceling, re-scheduling patient appointments and/or consults.- Monitors appointment requests form electronic sources.
- Verifies and updates demographics and insurance information.
- Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals.
- Receiving and placing telephone calls, greets patients, and relays messages to staff.
- Resolves simple to moderate problems.
- Provides coverage for other units.
- Performing basic eligibility, co-payments and preauthorization requirements for specific coverage.
- Interfaces with personal computer applications as well as numerous VA specific applications such as VISTA.
- Performs other assigned duties.

Work Schedules: Monday through Friday, 1st Shift; 7:30 AM to 4:00 PM or 8:00 AM to 4:30 PM. Work schedule will be discussed at interview.
Telework: Not Available
Virtual: This is not a virtual position.
Position Title/Functional Statement #:Medical Support Assistant/PD000000
Recruitment Incentives: Authorized to highly qualified candidates
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.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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

To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement08/18/2022

Basic Requirements:

English Language Proficiency

Experience - Six months experience of clerical, office, customer service, or other 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. 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)
OR
Combination - Equivalent combinations of experience and education are qualifying for this position. (Transcripts Required)

Grade Determinations:
GS-3
(a) Experience or Education. None beyond the basic requirements.
Assignment. This is an entry level MSA position. It is expected that MSAs at this level 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.
AND
Demonstrated Knowledge, Skills, and Abilities:
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 computer systems to enter administrative data in patient systems.

GS-4
(a) 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,
(b) Education. Two years of education above high school.
Assignment. This is a developmental level MSA position. It is expected that MSAs [at this level] 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.
AND
Demonstrated Knowledge, Skills, and Abilities:
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.]

GS-5 (Full Performance Level)
(a) Experience One (1) full year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments
OR
(b) successful completion of four 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)
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 [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.).
AND
Demonstrated Knowledge, Skills and Abilities:
1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron 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.

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.

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.