To qualify for this position, applicants must meet all requirements by the closing date of this announcement,
11:59 PM (ET) on 11/14/2024.
Medical Support Assistant Basic 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.).
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.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
- Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
- Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
- If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
Physical Requirements. See VA Directive and Handbook 5019.
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.
Grade Determinations:
- Knowledge of MSA Practices: To be creditable, the 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. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
- Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
- Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
Grade Requirements for the GS-6 Medical Support Assistant:
In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.
1. Experience. One year of experience equivalent to the GS-5 grade level. Examples of experience may include:
- 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.
- Possess advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
- Schedule medical appointments in a clinical setting.
- Work independently in the accomplishment of a wide variety of duties performing patient support work.
- Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
- Possess skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
AND
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:
- Ability to collaborate and communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.]
- Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
- Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
- Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
- Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
- Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5
PHYSICAL DEMANDS
The work is mainly sedentary but a great deal of walking to all parts of the Medical Center is required since the incumbent will be working with a variety of clinical and administrative services. The work also requires some bending, standing, and carrying of such things as the different type of Telehealth equipment, peripheral devices, light supplies and mail.
WORK ENVIRONMENT
The work environment of a Medical Center involves everyday risks and discomforts, but only normal safety precautions are required. The employee normally works in an office setting; however, the incumbent may come in contact with disabled patients who are in need of assistance and sometimes confused. The workplace is adequately heated, lighted, and ventilated.
Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
The full performance level of this vacancy is GS-7