Medical Support Assistant

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.

01Basic Requirements

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

02Experience

None.

03Education

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. 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).

Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.

04Physical Requirements

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

05Grade Determinations

Medical Support Assistant, GS-5: In addition to the basic requirements, you must meet the grade requirement: Experience: One year of experience equivalent to the GS-4 grade level; OR, Education: Two years of education above high school; AND, Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. 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.

06Preferred Experience

None. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/ The full performance level of this vacancy is a GS-5.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The Medical Support Assistant is a complex role requiring an understanding of VA policies, independent decision-making, and multidisciplinary collaboration.

The Medical Support Assistant shall demonstrate exceptional interpersonal and customer service communication skills while working collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting a patient's care needs, both clinical and administrative.

Some of the major duties of this position include, and are not limited to: Manages telephone calls, in-person inquiries, and secure messages regarding appointments and procedures; gathers necessary information, assists with scheduling changes, and refers matters outside the scope of assignment to the appropriate team or provider.

Utilizes computerized data entry and information processing systems, understand the medical center's organization, services, and basic rules governing visitors and patient treatment to efficiently and effectively provide information, schedule appointments, perform record keeping duties, and provide referrals.

Determines patient eligibility for care in accordance with VA regulations, public laws, and state laws; refers patients to Enrollment and Eligibility to complete overdue means tests and verify insurance coverage. Reviews records for deficiencies, referral information, and completeness before transfers or specialized care; directs patients to Release of Information to support continuity of care for non-VA referrals and emergency treatment.

Schedules and coordinates appointments, consults, follow-ups, procedures, and urgent visits in VistA/VSE and DHCP; provides preparation instructions, records required information, mails or communicates appointment notices, and updates cancellations, corrections, and rescheduling. Resolves scheduling conflicts with the Administrative Officer of the Day, coordinates daily clinic activities with the care team, and generates daily Encounter Action Required Reports in accordance with VA policy.

Scheduling directives must be followed, to include complying with next available/desired date policies. Communicates with patients, families, and medical center staff, including patients with physical or mental health challenges. Uses tact, compassion, diplomacy, and sound judgment to establish trust, provide direction, and ensure patients understand and complete required forms and documents, including when they are confused, hostile, and suspicious of the care and treatment needs.

Work Schedule: This will be discussed during the interview, multiple work schedules available. Work schedule will be determined upon selection. NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Telework: Not Available. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.