The Medical Support Assistant (MSA) is responsible for initiating and performing a variety of clerical and administrative duties associated with patient care and treatment for the Mental Health Outpatient Clinic (MHOPC) St Cloud VAHCS. The MSA is the first administrative point-of-contact for Veterans, family members, and other staff members.
Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education. (1) 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 (2) Education. One year above high school; OR (3) 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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. GRADE DETERMINATIONS: GS-3 MSA (Entry Level) You must meet the Basic Requirements outlined above. In addition you must be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below. Demonstrated Knowledge, Skills, and Abilities 1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 MSA (Developmental Level) 1. 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. Examples of experience include but are not necessarily limited to: meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments; utilize computer systems to enter administrative data in patient systems; utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR 2. Education: Two years above high school. AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: 1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 MSA (Full Performance Level) 1. Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited 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; 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. OR 2. Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to 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: Medical Support Assistant Qualification Standard (va.gov) Preferred Experience: Mental Health and Customer Service experience Reference: For more information on this qualification standard, please visit Medical Support Assistant Qualification Standard (va.gov) The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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).
The MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload. The MSA establishes priority of work assignments and will adjust based on the activities of the unit and the service. The MSA provides administrative support to the Behavioral Health and Interdisciplinary Program (BHIP) and all other specialty staff assigned to support the day-to-day operation of all inpatient units. Standard administrative duties to ensure smooth and efficient workflow are as follows: - The MSA demonstrates the knowledge associated with current MSA responsibilities. They have or learn the ability to use computer systems such as VISTA, CPRS, Outlook, Word, Excel, CTM, OneNote, Bio-Point as well as other computer programs used by the MSA's. - Ability to work independently, setting priorities, and coordinate work. - Knowledge of basic medical terminology. - The ability to work independently, setting priorities and coordinate work. - Ability to communicate effectively and professionally with persons of all educational backgrounds. - Responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. - Acts as a receptionist for the MHOPC processing incoming and outgoing telephone calls, recording messages from Veterans, family members, in-house clinics, community clinics, transportation etc. Directs telephone calls and visitors and communicates information appropriately. - Processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible. Seeks clarification of orders when appropriate. - Promptly and accurately initiates and checks on status of referrals, lab, and imaging procedures. - Makes numerous calls each day to coordinate information and actions relating to patient care and services. Relays information and requests from the patients and /or clinical services to the treatment team. - Ensures that transportation/escort services are properly arranged. - Compiles a consolidated computerized appointment sheet which shows tests, procedures, clinic appointments, therapies etc., for all patients on the unit for each day of the week. - Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needing medical data, faxing, preparing admission packets, distributing mail to staff and patients, obtaining medical records, and x-rays, etc. - Files, maintains, and secures medical records as appropriate. - Pre-Registration, verifying and updating demographics and insurance information. - Initiating and ensuring completion of work orders for the unit, including messages in VISTA for furniture or key requests for the floor. - HIPPA rules will be followed, and data will be shared with others on an as needed basis. There will be no talking about Veterans in halls or off station. - The MSA follows established procedures for scheduling appointments. - The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. - Provides clerical support for the use of the computer contingency plan. - Assists in training new or less experienced employees. - Understands how to handle a suicide call. Work Schedule: Monday-Friday 8:00am-4:30pm, Evenings and Weekends maybe required Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized