Medical Support Assistant

This position is in the Business Office at the VA Medical Center. 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 others. The MSA performs clerical and administrative work. The incumbent may work in the Call Center
- Urgent Care - or in an interdisciplinary care team within a primary care team or specialty clinic on an infrequent basis.

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 or Education
• Education
• High school diploma
  - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• Medical Support Assistant - GS-05
• 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 - in their resume - the following KSAs:
  Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• 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
• 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 Licensure/Certification/Registration
• None
• Grade Determinations:
  Medical Support Assistant - GS-05
• 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
• 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)
• Reference: For more information on this qualification standard - please visit https://(Use the "Apply for this Job" box below). Standards/
• The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5.
  
  Physical Requirements:
  
  The work is mostly sedentary
• It typically requires sitting with sustained periods of concentration
• There will be some walking - standing - bending - and carrying of relatively light objects
• The position may also require stooping - reaching - lifting - pulling - and other moderate exertion or strain
• Incumbent may occasionally have to walk some distance to a meeting.

• VA Careers
  - Medical Support Assistant:  Duties may include but are not limited to the following:
  Demonstrates Courtesy and Professionalism:
  As frontline contact with patients and staff - the MSA sets the tone for perception concerning quality of healthcare services at the VA
• A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment
• A caring - compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone
• The MSA screens/receives phone calls in a courteous and timely manner - determines the nature of request and provides the information desired using privacy rules and established clinic processes
• Consult and Appointment Management:
  The MSA is responsible for following through on…