Medical Support Assistant
At the GS-3 MSA level, it is entry level and it is expected that the MSAs received guidance from more experienced staff members and require frequent and direct supervision. At the GS-4 MSA level, it is developmental and it is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the supervisor. Major duties and responsibilities include, but are not limited to:
Assisting Veterans through management of outpatient and inpatient appointments following VHA Directives 1230 and 1232 for scheduling and consult management. Schedule patient appointments by interpreting and verifying provider orders such as Return to Clinic (RTC) orders, Patient Centered Scheduling recall requests, consults, New Enrollee Appointment Requests (NEAR) and other order sources. Generate and provide After Visit Summary for patient following exit with provider. Canceling and rescheduling appointment requests. Completing no-show process including documenting, marking the appointment as a no-show and rescheduling. Verifying and updating demographics including temporary addresses, insurance information, and sharing caregiver information. Preparing for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers. Effectively communicates, both verbally and in writing with internal and external sources. Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters. Schedules routine and specialized appointments for the unit and with other units within the health care system. Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts. Maintains knowledge of eligibility criteria in order to counsel Veterans regarding their eligibility status for specific services. Coordinates consultations and referrals of patients to Specialty Services within the facility and outside the facility. Patient eligibility status. Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review. Inputs, edits, and retrieves pertinent patient care data in daily processing of patient and clinic operations. Work Schedule:
This will be discussed during the interview process, but multiple tour of duties are available, with possible weekends and holidays. Financial Disclosure Report:
Not required This position can be filled at the Altoona VAMC, or any CBOC's within the Altoona VA, depending upon the vacancy 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. Six months experience of 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 above high school; or Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). Grade Determinations:
Medical Support Assistant, GS-3 (a) Experience or Education. None beyond the basic requirements. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 (a) 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, (b) Education. Two years of education above high school. (d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5 (a) Experience One year of experience equivalent to the GS-4 grade level; OR, (b) Education. Four years of education above high school. (d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is the GS-05. Physical Requirements:
The work is primarily sedentary but demands some standing, walking, bending, lifting, and carrying of charts, clinical folders, forms, files, and miscellaneous supplies to various locations within the medical center. The incumbent frequently walks to various parts of the medical center including patient care areas.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assisting Veterans through management of outpatient and inpatient appointments following VHA Directives 1230 and 1232 for scheduling and consult management. Schedule patient appointments by interpreting and verifying provider orders such as Return to Clinic (RTC) orders, Patient Centered Scheduling recall requests, consults, New Enrollee Appointment Requests (NEAR) and other order sources. Generate and provide After Visit Summary for patient following exit with provider. Canceling and rescheduling appointment requests. Completing no-show process including documenting, marking the appointment as a no-show and rescheduling. Verifying and updating demographics including temporary addresses, insurance information, and sharing caregiver information. Preparing for clinic visits, by requesting and receiving records and lab results for provider review prior to appointment; monitoring both inpatient and outpatient appointments for team/teamlet/specialty providers. Effectively communicates, both verbally and in writing with internal and external sources. Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters. Schedules routine and specialized appointments for the unit and with other units within the health care system. Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts. Maintains knowledge of eligibility criteria in order to counsel Veterans regarding their eligibility status for specific services. Coordinates consultations and referrals of patients to Specialty Services within the facility and outside the facility. Patient eligibility status. Receives treatment and/or test results from outside providers, assures appropriate routing to HBPC provider for review. Inputs, edits, and retrieves pertinent patient care data in daily processing of patient and clinic operations. Work Schedule:
This will be discussed during the interview process, but multiple tour of duties are available, with possible weekends and holidays. Financial Disclosure Report:
Not required This position can be filled at the Altoona VAMC, or any CBOC's within the Altoona VA, depending upon the vacancy 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. Six months experience of 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 above high school; or Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). Grade Determinations:
Medical Support Assistant, GS-3 (a) Experience or Education. None beyond the basic requirements. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 (a) 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, (b) Education. Two years of education above high school. (d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5 (a) Experience One year of experience equivalent to the GS-4 grade level; OR, (b) Education. Four years of education above high school. (d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. References:
VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is the GS-05. Physical Requirements:
The work is primarily sedentary but demands some standing, walking, bending, lifting, and carrying of charts, clinical folders, forms, files, and miscellaneous supplies to various locations within the medical center. The incumbent frequently walks to various parts of the medical center including patient care areas.
- Department:
0679 Medical Support Assistance - Salary Range:
$34,916 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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