Med Support Assistant
This is a developmental level MSA position. It is expected that the MSA receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. The incumbent is responsible for ensuring that the telephone calls are properly disposition. Ensures that calls are transferred to the appropriate clinical staff when required and that follow up is done to ensure the veteran request for entering and cancelling appointments are entered in the system in a timely manner. Communication with all clinics is a must, especially when patients have other needs outside of scheduling and cancelling appointments. Incumbent is familiar with all the mandatory requirements included in VHA Directive 2009-055. Must have knowledge of agency goals and objectives and methods of evaluating program accomplishments. Incumbent must have knowledge of VA clinical structure and functions and available ancillary services. A thorough knowledge of outpatient administrative processing and control procedures are mandatory. Work Schedule:
Monday - Friday, 8:
00am to 4:
30pm Financial Disclosure Report:
Not required 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, VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education:
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. Certification. None required. 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.Physical Requirements:
See VA Directive and Handbook 5019. Grade Determinations:
In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Medical Support Assistant, 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 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, 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 patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3- Ability to schedule medical appointments in a clinical setting. 4- Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5- Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6- 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 Appendix G45 reference and appropriate VA Qualification Standard The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-05.
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday, 8:
00am to 4:
30pm Financial Disclosure Report:
Not required 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, VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education:
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. Certification. None required. 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.Physical Requirements:
See VA Directive and Handbook 5019. Grade Determinations:
In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Medical Support Assistant, 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 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, 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 patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1- 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. 2- Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3- Ability to schedule medical appointments in a clinical setting. 4- Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5- Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6- 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 Appendix G45 reference and appropriate VA Qualification Standard The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-05.
- Department:
0679 Medical Support Assistance - Salary Range:
$40,345 to $52,452 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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