Medical Support Assistant

Overview

The incumbent serves as a Medical Support Assistant (MSA) in the Community Care department. The incumbent performs clerical and administrative support in the coordination - care - and treatment provided to patients throughout the Community Care referral processes in the Minneapolis VHA.

KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge - skills - and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document

• United States Citizenship
  :
  Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• 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
• 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
• May qualify based on 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 Determinations
  :
  Medical Support Assistant GS-5 Experience
• One year of experience equivalent to the GS-4 grade level - which includes - but not limited to 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
• AND Demonstrated Knowledge - Skills - and Abilities
• Candidates must demonstrate all of the KSAs below:
  Ability to operate computerized programs and systems in order to enter - modify - and retrieve sensitive 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
• The full performance level of this vacancy is GS-05
• 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

• Major Duties include - not limited to MSA is responsible for scheduling appointments - including interpreting - and verifying provider orders in accordance with Community Care Process Guides
• Independently recognizes the urgency of the consults and schedules care in accordance
• Assignments include - but are not limited to: scheduling - rescheduling patient consults - and monitoring processes related scheduling
• Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments - outpatient procedures - inpatient surgery - lab tests and imaging throughout all specialties
• Communicate to the patient and pre- appointment requirements or instructions
• Clearly communicate appointment care details to the patient or family
• Communicate to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient
• Identify and communicate patient concerns or needs recognized during communications regarding upcoming appointments
• The MSA ensures the integrity…