Medical Support Assistant

Job Description

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six months experience in clerical, office or other 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 combination of experience and education for entry level. 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 3j. Grade Determinations: In addition to basic requirements listed above, the following education and experience criteria must be met when determining candidate grades. Candidates must demonstrate all Knowledge, Skills, and Abilities (KSA's) according to grade level. Current VHA employees may qualify by the Grandfathering Provision as described in the VA Qualification Standard for this occupation. GS-3: Experience or Education. None beyond the basic requirements. Assignment. This is an entry level MSA position. MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. 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 perform front desk duties, receive telephone calls 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. Demonstrated KSA's. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4: 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, Education. Two years of education above high school. 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 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 KSA's. 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. GS-5: Experience. One year of experience equivalent to the GS-4 grade level. OR, Education. Four 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 national scheduling guidel