The Medical Support Assistant (MSA) is a highly specialized
position and performs multiple duties. The incumbent serves a Float
MSA and can be assigned to support one of the outpatient clinical
areas, Call Center or for special projects as needed. Assignments
are made by the Chief, Ambulatory Care and Processing (AC&P),
which may change daily and often can change multiple times
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The MSA works collaboratively in an interdisciplinary
coordinated care delivery model in PACT or specialty care setting
where the PACT model is used, and may be required to serve on more
than one team. The incumbent is able to independently manage
position responsibilities with little supervision as well as set
priorities and deadlines adjusting the flow and sequencing of the
work to meet team and patient needs.
As front line contact with patients and staff, the incumbent
sets the tone for perception concerning quality of healthcare
services at the VA. He/she must determine the nature of requests
and provide the information desired using privacy rules and
established clinic processes. A high degree of tact and diplomacy
is required when dealing with veterans who have multiple health
problems and who may be frustrated with the administrative process
associated with diagnosis and treatment.
The MSAS is responsible for the proper and timely treatment of
patients and maintains appointment schedules for one or more
outpatient clinics. The MSA must review the clinic utilization by
using various reports (e.g., Clinic Utilization Statistical
Summary) and assist with clinic access contingency plans by
adjusting appointment times, location, or dates as well as shift
patients to other healthcare providers as conflict with staffing
and/or coverage occurs. The incumbent will notify his/her
supervisor when clinic access is outside established performance
guidelines or if an individual patient cannot be scheduled within
mandated clinic timeframes and/or by the patient's desired date.
He/she will work with the team to reinforce the plan of care by
entering appropriate information into the electronic record (when
directed)and through monitoring pre-appointment requirements to
assure readiness for patient visit/procedure (e.g., X-ray, lab
The MSA will schedule appointments in accordance with current
established VA/VHA Directives, Handbooks, policies and procedures.
The incumbent will daily review active/pending consults, Electronic
Wait List, and Recall List reports for accuracy and disposition.
All appointments will be made with the patient's input or based on
instructions from the clinic provider or other appropriate clinic
staff. This may require a high level of coordination to avoid
patients having to make multiple trips to the medical center or
clinic whenever possible. The incumbent is responsible for
notifying the provider or other appropriate clinical staff if
scheduling instructions are contrary to current established VA/VHA
Directives, Handbooks, policies and procedures. Scheduling
instruction conflicts which cannot be appropriately resolved within
teamlet must be elevated to the MSA's supervisor.
Supports patient safety standards using the correct Veterans
Affairs identification of all patients through the use of two forms
of identification, name and full Social Security Number. The
patient may also present the Veterans Identification Card (VIC) for
identification. The MSA must use each interaction with the patient
to validate and update patient demographic information, either in
person during check-in or over the phone, to decrease the incidence
of returned mail due to incorrect addresses and inability to
contact patient by phone due to incorrect number.
Explains the VA's mandate to collect insurance information to
veterans, their families, and other eligible patients. He/she
collects, scans, and updates health insurance information serving a
major role in the revenue process. The incumbent contributes to the
revenue collection process by identifying patients with third party
insurance. The incumbent may also be required to train other MSA
levels on the Insurance Capture Buffer (ICB) process.
Work Schedule: Monday to Friday 8:00am to 4:30pm
Financial Disclosure Report: Not required
Note: This is a Bargaining Unit Position.
* Job family (Series)
0679 Medical Support Assistance
Conditions of Employment
* You must be a U.S. Citizen to apply for this job * Selective
Service Registration is required for males born after 12/31/1959 *
You may be required to serve a probationary period * Subject to a
background/security investigation * Must be proficient in written
and spoken English * Selected applicants will be required to
complete an online onboarding process
Applicants pending the completion of educational or
certification/licensure requirements may be referred and
tentatively selected but may not be hired until all 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. * Certification: None
required. * 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
1. Basic Knowledge of Microsoft Computer Applications.
2. 18 months of healthcare experience utilizing computerized
patient medical record programs/ databases.
3. 18 months of experience working in a customer service
setting, resolving customer issues.
Grade Determinations: Medical Support Assistant GS-5
Experience: One year of experience equivalent to the GS-4 grade
Education: Four years of education above high school.
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
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
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 5005/117 Part II Appendix G45 dated
August 1, 2019.
The full performance level of this vacancy is 5. The actual
grade at which an applicant may be selected for this vacancy is
Physical Requirements: The work is sedentary. Some work may
require movement between offices, hospitals, warehouses, and
similar areas for meetings and to conduct work. Work may also
require walking/standing, in conjunctions with travel to and
attendance at meetings and/or conferences away from the work site.
Incumbent may carry and lift light items weighing less than 15
IMPORTANT: A transcript must be submitted with your application
if you are basing all or part of your qualifications on
Note: Only education or degrees recognized by the U.S.
Department of Education from accredited colleges, universities,
schools, or institutions may be used to qualify for Federal
employment. You can verify your education here:
http://ope.ed.gov/accreditation/. If you are using foreign
education to meet qualification requirements, you must send a
Certificate of Foreign Equivalency with your transcript in order to
receive credit for that education. For further information, visit:
Note: If your school has changed names, or is no longer in
existence, you must provide this information in your