The Medical Support Assistant (MSA) coordinates administrative and team support in a wide variety of basic administrative functions. Incumbents would serve as a MSA for the Health Administrative Service Line at the Department of Veterans Affairs, VA Central Western Massachusetts Healthcare System.
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. English Language Proficiency. MSA's must be proficient in spoken and written English citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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 (Transcripts required); Or Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (Transcripts required). 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 and Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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-04 Intermediate/Developmental level Experience. One year of 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 Education. Two years of education above high school (Transcripts required); AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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-05 Full Performance Level Experience. One year of experience equivalent to the GS-04 OR Education. Successful completion of a 4-years of education above high school (Transcripts required); AND Demonstrated KSAs 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS 05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS 03 to GS 05. Physical Requirements: Medical Support Assistant functions require use of a computer and telephone. This requires use of fingers or speech recognition. Hearing required (aid permitted). Physical Requirements: See VA Directive and Handbook 5019
The purpose of this position is to serve as a MSA and provide support for a wide range of assignments that include administrative support to increase scheduling and communication integrity across all services. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). It is expected that entry level MSAs receive guidance from more experienced staff members and require frequent and direct supervision. The incumbent is considered the team's authority on clerical and administrative issues and will keep them informed of regulations, policies, procedures regarding eligibility and benefits, clinic management, statistical and data collection and customer service. Duties include but are not limited to: Assisting with admission, discharges, and transfers in and out of assigned units. Updating the Bed Management System and per VA directives. Communicating with Veterans, their families, and other departments to expedite patient care and movement. Collects and updates insurance information from Veterans, family members and other eligible patients. Providing float coverage to assist other units as needed. Communicating with the Nurse on Duty (NOD) to ensure time and leave sheets are updated and available to timekeepers. Scanning and patient chart updates. Demonstrates excellent customer service and communication skills. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Review and documents 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. The work requires the ability to work in a busy environment, multi-task, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list. Other duties as assigned. Work Schedule: 40 Hours a week, Monday - Friday, 0730 am-4:00 pm, EST Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:F03813, F03812,F01390 Permanent Change of Station (PCS): Not Authorized Notes: This announcement may be used to fill additional Vacancies with different tours in the future, based at the VA Medical Centers in Leeds, MA which includes a Clinic in Worcester MA. This is a Bargaining Unit Position Positions are covered by a Special Salary Rate Veterans' Preference: This position is listed on the annual determination of staffing shortages and Veterans Preference does not apply to this recruitment. Veterans are encouraged to apply and will receive full consideration. Current or former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is in the Excepted Service and does not confer competitive status.