This incumbent serves as the Medical Support Assistant (MSA) in the Specialty Medicine and/or Surgery clinics and are aligned under the Patient Business Service. At this level the MSA typically schedules, cancels, and re-schedules patients' appointments and/or consults; enters no-show information; monitors the electronic wait list; prepares for clinic visits; and monitors both inpatient and outpatient appointments for areas of responsibility.
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- Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
- Supports patient safety standards using the correct Veterans Affairs identification of all patients
- Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients
- Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and proved the information desired using privacy rules and established clinic processes
Work Schedule: Monday - Friday 8:00 am to 4:30 pm
Financial Disclosure Report: Not required
- Job family (Series)
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after 12/31/1959
- You may be required to serve a probationary period
- Subject to a background/security investigation
- Must be proficient in written and spoken English
- Selected applicants will be required to complete an online onboarding process
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.
- 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,(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.
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).
(a) Experience. One year of experience equivalent to the GS-4 grade level 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; reviewing and documenting medical outpatient and inpatient electronic health records , as well as administrative records; verifying third part insurance and updating information in the Insurance Capture Buffer system; and obtaining medical information from patients., 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. 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.)
(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.
References: VA Handbook 5005, Part 2, Appendix G45, Medical Support Assistant Qualification
Physical Requirements: The Medical Support Assistant position is primarily sedentary with occasional periods of standing, walking and bending while filing, carrying office supplies and/or escorting veterans and/or their paperwork to different clinical areas. The Medical Support Assistant's work is performed in an outpatient clinic setting, which may include contacts with patient's having acute and chronic conditions, including psychiatric conditions.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/xqttzadavcxcbszsqyautyfrbst. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.