Medical Support Assistant - Health Admin

The Outpatient Scheduling Service Medical Support Assistant covers administrative support positions that care and give treatment in inpatient units, outpatient clinics, patient scheduling, call centres, CITC and ancillary support 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.

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English: Must be proficient in basic written and spoken English.
• Education/
  
  Experience:
  
  
  • Experience. No experience required.
  • Education:
    
    Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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).

Experience or

Education:

None beyond the basic requirements.

Experience. One year of experience in 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 of education above high school.

AND

Demonstrated Knowledge, Skills, and Abilities
. Candidates must demonstrate all of the KSAs below:

• KSA-1:
  Knowledge of basic medical terminology to assist in the provision of care to patients.
• KSA-2:
  Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
• KSA-3:
  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.
• KSA-4:
  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.

One year of creditable experience equivalent to the next lower grade. To be creditable, this experience must be equivalent to the next lower grade level, GS-04, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is 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 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.

OR

Education
. Two years of education above high school.

AND

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• KSA- 1:
  Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• KSA-2:
  Skill in…