What are the responsibilities and job description for the Medical Support Assistant position at U.S. Department of Veterans Affairs?
Summary
The Medical Support Assistant (MSA) position that serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) or can serve as a clerk in other clinic areas as well as the Call Center and Community Based Outpatient Clinics (CBOCs) and specialty care services.
Qualifications
Basic Requirements:
The Medical Support Assistant (MSA) position that serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) or can serve as a clerk in other clinic areas as well as the Call Center and Community Based Outpatient Clinics (CBOCs) and specialty care services.
Qualifications
Basic Requirements:
- Citizenship
- Be a citizen of the United States (U.S.)
- Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C.
- 7407(a)
- Experience
- None
- Education
- High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
- Licensure/Certification/Registration
- None
- Grandfathering Provision
- Employees in VHA in this occupation - under a permanent - appropriate - and legal placement on the effective date of the qualification standard - are considered to have met all qualification requirements for the grade and/or assignment held - including positive education and registration/certification where applicable
- For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed - the following provisions apply: NOTE: This provision is not intended to regularize appointments/placements
- Foreign Education
- To be creditable - education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials
- Grade Determinations: 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
- Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
- Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.
- VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major duties of the Medical Support Assistant (MSA) include - but are not limited to: Answering and responding to incoming telephone calls
- Routing calls to the appropriate resource
- Determining enrollment and eligibility for services
- Ensuring all outpatient clinic appointments are scheduled and documented
- Scheduling/rescheduling/canceling initial and follow-up appointments
- Routine interactions with internal and external customers in a professional - helpful - respectful and courteous manner
- Treat all employees and callers with respect - regardless of their level - personality - culture or background showing sensitivity and compassion for others
- Work Schedule: Full-Time - Monday - Friday
- 8:00 AM to 4:30 PM Compressed/Flexible: Available Telework: AD-HOC Virtual: This is not a virtual position
- Functional Statement #: 56381A - 56382A - 56383A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized The 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.
Salary : $44,333 - $72,382