Medical Support Assistant (Advanced)
Determining the nature of calls and either responding appropriately or directing to appropriate resource. Acting as a liaison between nursing staff and internal and external customers. Handling patient information in accordance with the Privacy Act. Educating patients on the Veterans Choice Program and providing Veterans Choice information as requested. Processing Veterans Choice referrals to include scheduling appointments and retrieving medical records. Processing patient information timely and accurately utilizing proprietary software. Inputting no-show and cancelation information into scheduling software. Maintaining and reviewing patients' medical record according to set procedures. Providing assistance, support and coverage as assigned during high volume workload or shortage of personnel. Communicating with a diverse population of internal and external customers at all levels to achieve desired results. Work Schedule:
Hours will vary depending on the department in which the position is located. Financial Disclosure Report:
Not required BASIC REQUIREMENTS:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education:
(1) Experience. Six months experience of clerical, office or other 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. GS-6 LEVEL GRADE REQUIREMENTS:
Grade Determinations:
Specialized Experience GS-06:
You must have one year of specialized experience equivalent to the GS-05 level in the Federal service. Examples of specialized experience include, but are not limited to:
scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring a patient scheduling electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other hospitals; performing basic eligibility, establishing clinic profiles, co-pays and pre-authorization requirements for specific coverage. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below:
1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements:
The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, etc. The work environment typically involves everyday risks or discomforts which requires normal safety precautions typical of an office, meeting or training room.
Estimated Salary: $20 to $28 per hour based on qualifications.
Hours will vary depending on the department in which the position is located. Financial Disclosure Report:
Not required BASIC REQUIREMENTS:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education:
(1) Experience. Six months experience of clerical, office or other 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. GS-6 LEVEL GRADE REQUIREMENTS:
Grade Determinations:
Specialized Experience GS-06:
You must have one year of specialized experience equivalent to the GS-05 level in the Federal service. Examples of specialized experience include, but are not limited to:
scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring a patient scheduling electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other hospitals; performing basic eligibility, establishing clinic profiles, co-pays and pre-authorization requirements for specific coverage. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below:
1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements:
The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, etc. The work environment typically involves everyday risks or discomforts which requires normal safety precautions typical of an office, meeting or training room.
- Department:
0679 Medical Support Assistance - Salary Range:
$40,556 to $52,723 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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