Medical Support Assistant

Medical Support Assistant

Summary

The Medical Support Assistant (MSA) performs duties related to the receipt, intake and indexing of health and administrative information. MSA's will interface with personal computer applications as well as numerous Vista applications. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Qualifications

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.)
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: Six (6) 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 (1) 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
(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)
GRADE REQUIREMENTS
Creditable 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]
Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant, GS-3 (a) Experience or Education
None beyond the basic requirements
(b) Assignment
This is an entry level MSA position
It is expected that MSAs at this level 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 make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification
(c) Demonstrated Knowledge, Skills, and Abilities
Candidates must demonstrate ALL of the KSAs below: i
Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments
ii
Ability to utilize computer systems to enter administrative data in patient systems
iii
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 (a) 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; OR, (b) Education
Two years of education above high school
(c) Assignment
This is a developmental level MSA position
It is expected that MSAs at this level 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; obtaining medical information from patients; and coordinating information and actions related to patient care and services
(d) Demonstrated Knowledge, Skills, and Abilities
Candidates must demonstrate ALL of the KSAs below: i
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
ii
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
iii
Knowledge of basic medical terminology to assist in the provision of care to patients
iv
Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
Medical Support Assistant, GS-5 (a) Experience
One year of experience equivalent to the GS-4 grade level; Experience includes: 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; Advanced knowledge of 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
OR, (b) Education
Four years of education above high school
(c) 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
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
(d) Demonstrated Knowledge, Skills, and Abilities
Candidates must demonstrate ALL of the KSAs below: i
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
ii
Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
iii
Ability to schedule medical appointments in a clinical setting
iv
Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
v
Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers
vi
Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution
References: VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-5
The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5
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
In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Duties

'This is an open-continuous announcement closing Monday, September 30, 2024.
IMPORTANT NOTICE: This announcement will remain open until filled and may be used to fill multiple vacancies.
Qualified applicants will be considered and referred once a month or as vacancies become available.
This announcement may close without advanced notice.
Major duties include but are not limited to: Scheduling, canceling, re-scheduling patients appointments and/or consults Entering no-show information Monitoring the electronic wait list Preparing for clinic visits Monitoring both inpatient and outpatient appointments for areas of responsibility Ensuring encounter forms are completed in order to obtain appropriate workload credit Verifying and updating demographics and insurance information Processing all emergency and non-emergency transfers to other VA facilities or private hospitals Performing basic eligibility, co-pays and preauthorization requirements for specific coverage Work Schedule: Various Tours of Duty; Hours vary depending on the department in which the position is located and this will be discussed in the interview process.
Telework: Not applicable.
Virtual: This is not a virtual position.
Financial Disclosure Report: Not required.'