Medical Support Assistant

Summary

The 2-page Resume requirement does not apply to this occupational series. For more information—refer to Required Documents below. This role involves the receipt, intake, and indexing of health and administrative information. The Medical Support Assistant (MSA) interfaces with personal computer applications and multiple Vista applications, and is responsible for scheduling appointments—including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Applicants pending 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:
  
  None.
• Education:
  
  High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial-level Board or Department of Education.
• English Language Proficiency:
  Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (applicable to current VHA employees who meet the criteria).
• Grandfathering Provision:
  Employees in VHA in this occupation under a permanent, appropriate, and legal placement on the effective date of the qualification standard are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable.
• Employees who do not meet all the basic or assignment‑specific requirements in this standard but met the qualifications applicable to the position at the time of appointment are subject to temporary appointment restrictions.
• Grade Determinations for Experience or Education levels:
• Medical Support Assistant – GS‑3 Experience or
  
  Education:
  
  none beyond the basic requirements.
• Medical Support Assistant – GS‑4
  
  Experience:
  
  one year of creditable experience equivalent to the GS‑3 level, including application of general rules for clinic functions, staff, and automated data processing methods.
• Medical Support Assistant – GS‑5
  
  Experience:
  
  one year of creditable experience equivalent to the GS‑4 level, including scheduling and rescheduling patients, interviewing patients for appointments, referring patients to specialty clinics, providing information to patients, interacting with internal and external customers, reviewing and documenting medical records, verifying third‑party insurance, obtaining medical information, and coordinating patient care actions.
• Knowledge, Skills, and Abilities (KSAs):
• Basic medical terminology knowledge.
• Skill in recording patient messages and understanding physician requests for follow‑up in internal or external clinics.
• Ability to communicate effectively with individuals from varying backgrounds and healthcare team members.
• Ability to navigate office automation equipment and software, including computer systems, web‑based scheduling programs, insurance collection systems, scanning software, phone systems, and electronic faxing programs.
• Advanced medical terminology knowledge for GS‑5 level.
• Customer‑service skill to identify concerns and refer to appropriate staff.
• Ability to operate programs to enter, modify, and retrieve sensitive medical information (PII) in electronic health records and scheduling systems.
• Ability to schedule appointments independently in a clinical setting.
• Preferred Experience:
  
  None.

The work is sedentary. While working in nursing units or ED, physical demands include walking, getting…