Qualifications

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
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education
• English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC 7403(f)
• Grade Determinations Medical Support Assistant, GS-3: Experience or Education
• None beyond the basic requirements
• Medical Support Assistant, GS-4: Experience
• One year of creditable experience equivalent to the next lower grade
• OR Education
• One (1) year of education above high school
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: 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
• 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
• Medical Support Assistant, GS-5: Experience
• One year of creditable experience equivalent to the next lower grade
• Qualifying specialized experience includes: scheduling, canceling, re-scheduling patient's appointments and/or consults
• interviewing patients for appointments
• referring patients to other medical specialty clinics
• providing information to patients necessary to resolve complaints
• reviewing and documenting medical outpatient and inpatient health records
• verifying third party insurance and updating information
• OR Education
• Two (2) years of education above high school
• Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: 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
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• 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
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution
• Grade Determinations: 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-3 to GS-5. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: Work is performed in an office setting and is primarily sedentary
• May require lifting and carrying of light loads (e.g.files, records etc.) See VA Directive and Handbook 5019.