Qualifications

The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series.

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
• 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
• Experience and Education
• 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 TRANSCRIPTS REQUIRED
• OR Experience/Education Combination
• Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• TRANSCRIPTS REQUIRED Certification
• None required
• Creditable Experience (1) Knowledge of MSA Practices
• To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• (2) Quality of Experience
• Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level
• For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time
• (3) Part-Time Experience
• Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek
• For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service
• Grade Determinations In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Advanced Medical Support Assistant, GS-6 Experience - One (1) full year of experience equivalent to the GS-5 grade level
• This experience may include but is not limited to
• 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 AMSA 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 national 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
• participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic 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.)
• Note: This experience must be clearly demonstrated in your resume
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g
• medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers
• This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• References: VA Handbook 5005/117 PART II APPENDIX G45 Physical Requirements: The work of this position is primarily sedentary in an office setting, primarily while seated working closely with others or alone
• There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc
• The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of a medical office and/or meeting or training room
• The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone
• In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern
• The work area is adequately lighted, heated, and ventilated
• See VA Directive and Handbook 5019.