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:
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- b. Experience and Education.(1) 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,
- (2) Education. One year above high school; OR,
- (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Grade Determinations - In addition to the basic requirements for employment listed above, the following education and/or experience criteria must be met when determining the grade of candidates
Medical Support Assistant, GS-3
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 TRANSCRIPTS REQUIRED;
OR
Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. TRANSCRIPTS REQUIRED
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated
all of the KSA's below:
- Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
- Ability to utilize computer systems to enter administrative data in patient systems.
- Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.
Medical Support Assistant, GS-4:
Experience. One year of experience in 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. This experience may include but is not limited to; receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.
OR
Education. Two years of education above high school. TRANSCRIPTS REQUIRED.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated
all of the KSA's below:
- 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
- Knowledge of basic 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.
Medical Support Assistant, GS-5Experience. One year of experience equivalent to the GS-4 grade level. This experience may include but is not limited to; receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are 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 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 in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.
OR
Education. Four years of education above high school. TRANSCRIPTS REQUIRED
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrated all of the KSA's 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.
Creditable Experience
(1) 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.
(2) 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.
(3) 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 to 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.
References: VA Handbook 5005/117 PART II APPENDIX G45The full performance level of this vacancy is GS-05.
The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.
Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.