Medical Support Assistant

01Basic Requirements

Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). English Language Proficiency: MSAs must be proficient in spoken and written English 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;

02Education

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 REQUIREMENTS .Creditable Experience: Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

03Grade Determinations

In addition to the Medical Support Assistant, GS-5 (a) Experience.

One year of experience equivalent to the GS-4 grade level; Experience includes: 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; Advanced knowledge of 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.

OR,(b)Education. Two years of education above high school(c) 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.

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. (d)Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below: i.

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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv.

Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

References: VA Handbook 5005/117, Part II, Appendix G45The full performance level of this vacancy is GS-5.

04Physical 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, repetitive keyboarding, or 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.

Duties for a Medical Support Assistant (MSA), at the full performance level of a GS-679-5 include: - Customer Service including receiving incoming telephone calls and routing to appropriate services - Greeting Veterans and directing them to appointment locations. - Checking patients in or out of appointments. - Scheduling, canceling, re-scheduling patient's appointments and/or consults. - Receiving and placing telephone calls, scanning and faxes. - Resolving simple to moderate problems. - Monitoring appointments for areas of responsibility. - Verifying and updating demographics and insurance information. - 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, CPRS, VSE GUE and other scheduling related software - Creating, editing, and mailing correspondence that has not been pre-prepared using templated forms - Performs other assigned duties.

Work Schedule: Full time; 08:00a.m-16:30p.m Telework: Ad hoc Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Virtual: This is not a virtual position. Functional Statement: 52574A Relocation/Recruitment Incentives: Not Authorized