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
• Experience and Education
• (1) Experience: No experience required
• (2) 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
• Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy
• 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: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level
• Resume must include hours per week for work experience credit
• GS-05: (a) Experience
• One year of experience equivalent to the GS-04 grade level
• OR, (b) Education
• Two years of education above high school
• Transcript must be submitted
• (c) Assignment
• This is the full performance level for MSAs
• At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
• Advises clinical staff on current administrative processes
• The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines
• Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults
• entering no-show information
• monitoring appointment requests from multiple electronic sources
• monitoring both inpatient and outpatient appointments in areas of responsibility
• verifying and updating demographics and insurance information when patients check-in for appointments
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e
• TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.)
• (d) 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
• *Resume must include hours per week for work experience credit
• Preferred Experience: Three or more years of experience as a receptionist with ability to schedule a wide array of diagnostic medical imaging appointments
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS-05
• Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items
• Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions
• the area is adequately lighted, heated, and ventilated
• The work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.