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The Medical Support Assistant performs duties related to the receipt, intake, and indexing of health and administrative information. In addition to face-to-face interactions with the Veteran(s} and/or Veteran's family, the incumbent will interface with personal computer(PC) applications as well as numerous Vista applications. The MSA works as a member of a collaborative team with other health care members. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospital, diagnostic and treating facilities, and community-based programs.

These positions are part of an integral team used to carry out the day-to-day administrative operations of the assigned location.

The MSA is responsible for scheduling discharge orders, admission and discharging of patients and answering the operation phone system for the VA. Assignments at this level include but are not limited to: interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, scheduling, cancelling, re-scheduling patients appointments and/or consults, entering no-show information, preparing for clinic visits, monitoring both inpatient and outpatient appointments for areas of responsibilities, daily review of encounters forms are completed by the appropriate clinic staff in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, performing basic eligibility, co-pays and preauthorization requirements for specific coverage. They also encourage and support enrollment/authentication of Veterans in MyHealthy vet Program.

Assignments at the full performance level MSA includes but are not limited to interacting with both internal and external customers.

Incumbent assists with clinic access contingency plans by adjusting appointments times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and or coverage occurs.

Incumbent supports patient safety standards by verifying Veteran's identification using two forms of identification; name, full social security number and/or birth date.

Collects, scans, and updates health insurance information and updating information in the Insurance Capture Buffer (ICB) system.

Incumbent is able to communication the VA's mandate to collect insurance information from Veterans, and their families, and other eligible patients. This position obtains medical information from patients, coordinates information and actions related to patient care and service at each interface. This MSA also refers all questions requiring immediate medical attention to appropriate health care team members.

Incumbent logs and keeps track of any information left, lost, or found in the hospital.

The Full Performance Level MSA fully participates in daily team huddles and/or meetings where patient care planning and management occur.

Employee plans and organize work with direct general assistance from the Lead and/or Supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and refers the non-routine and high technical problems to his/her supervisor. the incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information form clinicians or the record. The incumbent is responsible for maintaining the confidentiality or information obtained to carry out required duties.

Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such manner that only minimal supervisor is required.

Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.


Work Schedule: TBD
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
• 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.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• 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.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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 and Education.
  • 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; OR,
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

GS-05 Medical Support Assistant (Full Performance Level)

• Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. AND
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:
  • 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.
  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
  • Ability to schedule medical appointments in a clinical setting.
  • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
  • 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.

Grandfathering Provision. 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).

Preferred Experience: Clerical

Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS-5.

Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.