Medical Support Assistant

The Medical Support Assistant (MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. MSAs are considered chief sources of patient care and patient flow information. 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
  :
  None.
• Education
  :
  High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State of territorial-level Board of Department of Education
• Licensure/Certification/Registration. None.
• 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 (only applicable to current VHA employees who are in this occupation and meet the criteria).

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

• Experience or Education. None beyond the basic requirements.
• Assignment. Employees at this grade level serve in a MSA entry-level developmental position. This is an entry level MSA position. It is expected that MSAs at this level will receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients.
  
  They utilize a variety of patient data systems in scheduling patients for treatment and annotate patient records. They perform front desk duties, receive telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.

• Experience or Education
  .
  • Experience. One year of creditable experience equivalent to the next lower grade.;
    OR
  • Education. One year of education above high school.
• Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs:
  • 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.
  • 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.
• Assignment. This is a developmental level MSA position. It is expected that MSAs at this level will receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: 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; and scheduling appointments in accordance with VHA national scheduling guidelines.
  
  MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.

• Experience or Education.
  • Experience. One year of creditable experience equivalent to the next lower grade;
    OR
  • Education. Two years of education above high school.
• Knowledge, Skills, and Abilities (KSAs). In addition to the experience or education above, the candidate must demonstrate the following KSAs:
  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures…