Medical Support Assistant

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the Required Documents section of this announcement.

As a condition of employment for accepting this position you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

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:

• 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. No experience required.
• 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
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

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 Determinations:
GS-03: Entry Level
Experience or Education: None beyond the basic requirements.

Assignment: Employees at this grade level serve in a MSA entry-level developmental position. This is an entry level MSA position. It is expected that MSAs at this level will 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 annotate patient records. They perform front desk duties
receive 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.

GS-04: Developmental
Experience. One year of creditable experience equivalent to the next lower grade.
OR
Education. One year of education above high school.

Assignment. This is a developmental level MSA position. It is expected that MSAs at this level will 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 VA Handbook 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.

Demonstrated Knowledge Skills and Abilities. In addition to the experience or education above the candidate must demonstrate the following KSAs:

1. Knowledge of basic medical terminology to assist in the provision of care to patients.
2. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external
   clinics.
3. 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.
4. Ability to use and navigate between various types of office automation equipment and software (i.e. computer systems webbased scheduling programs; insurance collection system; scanning software multiple line phone systems; electronic faxing programs) to support patient care.

GS-05:
Full Performance
Experience: One year of creditable experience equivalent to the next lower grade.
OR
Education. Two years of education above high school.

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 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; 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 patients eligibility status (i.e. TRICARE sharing agreements collaterals research patient VA employee etc.).

Demonstrated Knowledge Skills and Abilities. In addition to the experience or education above the candidate must demonstrate the following KSAs:

1. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
2. Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
3. 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.
4. Ability to schedule medical appointments in a clinical setting.
5. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
6. Ability to communicate effectively and professionally in person electronically and/or by telephone with internal and external customers.

Preferred Experience: None

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation see Duties section for essential job duties of the position. May require standing lifting carrying sitting stooping bending puling and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted heated and ventilated. However the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is 5. The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 5.