Medical Support Assistant

Summary

The Medical Support Assistant (MSA) supports multiple areas within the Outpatient Clinics - Health Administration Services - and Call Centers. Duties mainly support the overall management and coordination of appointments for Veterans within all Medical Centers or community clinics.

• 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
• MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
• Experience and
  
  Education:
  
  Six months experience: 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
• One year above high school
• Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• GS-5 MSA (Full Performance Level)
  
  Experience:
  
  In addition to meeting the basic requirements - candidates must possess one year of experience equivalent to the next lower grade level GS-4 OR
  
  Education:
  
  Four years of education 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. KSA Requirement - 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 each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document
• Demonstrated Knowledge - Skills - and Abilities (KSAs):
  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
• Assignment:
  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 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.)
• Reference: For more information on this qualification standard - please visit https://(Use the "Apply for this Job" box below). Standards/
• The full performance level of this vacancy is GS-05
• Physical Requirements:
  
  Moderate lifting - 15-44 pounds
• Light carrying - under 15 pounds
• Reaching above shoulder
• Use of fingers
• walking up to 1 hour
• Hearing (aid permitted)

• Located in the in-patient clinical wards - admissions and emergency department
• The Medical Support Assistant (MSA) is responsible for initiating and carrying out a variety of administrative duties in support of patient care within in-patient units/ wards - admissions and emergency department
• The MSA is responsible for the overall management - coordination and administration of all hospital admissions and accommodation activities
• MSAs are to be proficient in all appointment scheduling…