The incumbent is assigned as Medical Support Assistant (MSA) in Health Administration Service (HAS) and is primarily responsible for providing administrative support to the professional staff in health care delivery in a diversified ambulatory care setting, utilizing working knowledge of all medical center programs and services.
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 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. 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. 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). 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: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. 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. 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. Grade Determinations: GS-03: None beyond the Basic Requirements. However, in addition to the Basic Requirements, the following Knowledge, Skills, and Abilities (KSAs) must be demonstrated within the resume to be found qualified: 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: In addition to the basic requirements for employment listed above, the following criteria must be met to qualify at the GS-04 grade level: Experience. One year of experience equivalent to the GS-3 grade level. Examples of experience includes: Applying general rules and policies relating to clinic functions, staff and automated data processing methods in support of treatment to patients. Utilizing a variety of patient data systems in scheduling patients for treatment and annotating patient records. Performing front desk duties, receiving telephone calls, and visitors. Making and cancelling appointments, reviewing patient records for necessary information, and reviewing patient demographics and insurance information. Consulting with clinic staff when processing physician scheduling and administrative orders. Utilizing basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR Education. Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate the following KSAs: 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: In addition to the basic requirements for employment listed above, the following criteria must be met to qualify at the GS-05 grade level: Experience. One year of experience equivalent to the GS-4 grade level. Examples of experience includes: 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. OR Education: Two years of education above high school. [Please provide transcripts for verification.] Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate the following 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.
Duties include but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; assist with monitoring the electronic wait list; facilitates and assists with patient travel activities; preparing for clinic visits; monitoring inpatient and outpatient appointments; ensuring encounter forms are administratively completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; conducting all means tests when appropriate; gives advisory and technical assistance to all applicable customers regarding eligibility and enrollment services, programs and activities; accurately interprets eligibility requirements in order to make eligibility determination to ensure that veterans and beneficiaries meet legal/contractual requirements for medical care; processes all emergency and non-emergency transfers to other VA facilities and non-VA hospitals and facilities; communicating pertinent information to patients, co-workers and clinical staff members; provides clerical support to include, but not limited to preparing/mailing letters, placing phone calls, printing labels/armbands, maintaining/updating rosters and phone lists, and running various reports; performing accurate eligibility assessments, co-pays and preauthorization requirements for specific coverage; accurately processing all patient movements to include interward transfers, discharges, return absent sick, authorized absents 96 hrs pass; screens for administrative and medical documentation (i.e. advance directive screening note; organ donation screening notes). Work Schedule:7:30 a.m. - 4:00 p.m. Wednesday - Sunday, to include holidays, weekends, and supervisor discretion for coverage. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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 #: 000000 Permanent Change of Station (PCS): Not Authorized