Medical Support Assistant

US Department of Veterans Affairs; Jacksonville (NC); On-site; USD 34,000 - 42,000; Full time

Job summary

US Department of Veterans Affairs seeks a Medical Support Assistant to provide specialized administrative patient support within an interdisciplinary care delivery model. This role supports scheduling, records management, and customer service for veterans receiving care.

The successful candidate will meet basic requirements: U.S. citizenship, education or experience as described, and English proficiency per VA guidelines. Grandfathering provisions may apply.

Qualifications

• Citizenship: United States required.
• Six months clerical/administrative experience OR one year above high school OR combination of education and experience.
• English language proficiency per VA Handbook requirements.
• Foreign education may need credential evaluation.

Responsibilities

• Provide specialized administrative patient support within an interdisciplinary care model.
• Assist with scheduling, records management, and patient communications.
• Collaborate with health care teams to coordinate patient care and appointments.

Skills

customer service

clerical work

data entry

communication

Education

One year above high school

Four years of education above high school

Job description

Medical Support Assistants provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

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, [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, (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. 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.
• 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.

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).

Grandfathering Provision

All MSAs employed in VHA in this occupation on the effective date of this qualification standard (August 1, 2019) 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.

Grade Determination

Medical Support Assistant, GS-5 (Full Performance Level):

To qualify candidates must meet either:

1. Experience: One year of experience equivalent to the GS-4 grade level which includes, but 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 VA Handbook 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. [MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.
2. Education: Four years of education above high school; AND Candidates must demonstrate all of the KSAs below:
   1. 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.
   2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
   3. Ability to [schedule medical] appointments in a clinical setting.
   4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
   5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
   6. 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

August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-5.

Physical Requirements

Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.