Basic Requirements:
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- English Language Proficiency: Applicants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3J.
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.
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.
Grandfathering Provision: Current Medical Support Assistants 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). 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: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
Grade Determination GS-05 (Full Performance Level):
Experience: One year of experience equivalent to the GS-4 grade level;
OR,
Education: Four years of education above high school.
Experience at a GS 4 level includes but is 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 VA Handbook 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, obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments.
Assignment GS 5 Medical Support Assistant:
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 7 [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.).
At this grade level candidates must demonstrate all of the Knowledge Skills and Abilities 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
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. The actual grade at which an applicant may be selected for this vacancy is GS-5.
Physical Requirements: .Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.
Work Environment: Work is performed primarily in a patient care setting; adequately lighted, temperature controlled, and ventilated. Office temperatures fluctuate periodically; involves everyday risks or discomforts which require normal safety precautions typical of such places as clinics, offices, meeting and training rooms or libraries; exposure to noise and dust on occasion. The incumbent may be exposed to infected patients. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders;
Emotional and Mental Stability: The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment.