Qualifications

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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• Experience
• Six 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 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
• 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-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
• 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)
• References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• 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.