Medical Support Assistant
All incoming calls directed to the Call Center will be screened by the Medical Support Assistant to determine whether those calls can be appropriately handled by the MSA or if the caller needs to be directed to other team members thus improving responsiveness to Veterans questions and concerns and reducing the overall cost of care by controlling the use of our resources. This position includes work that requires a practical knowledge of computerized data entry and information processing systems, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service. Duties include, but are not limited to:
Provides timely and appropriate telephone caller referral and/or problem resolution through consultation with telephone care team members. Determines the nature of the call and assists with communicating needs regarding appointments, medication refills/renewals, etc., and/or refers the call to the appropriate clinical or administrative personnel. Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Routes symptomatic or other clinical calls to a designated nurse. Refers callers that potentially have an emergent or urgent care need appropriately. Accurately documents and routes messages in the electronic patient record using computerized documentation software. Reviews and updates patient demographics. Notifies patients whose phone numbers or addresses are incorrect. Provide clinic support for the check in and out process, scheduling of appointments, and various other patient requests. Direct patients to Release of Information (ROI) in order to provide for continuity of care for non-agency referrals and/or emergent care in outside clinics. Work Schedule:
Monday, Tuesday, Friday 8:
00 am to 6:
30 pm, Wednesday or Thursday 9:
30 am to 2:
30 pm and Saturday 7:
30 am to 12:
30 pm and Monday through Friday 8:
00 an to 4:
30 pm Financial Disclosure Report:
Not required Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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. 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). Grade Determinations:
GS-3 Experience or Education. None beyond the basic requirements; AND KSA:
Candidates must demonstrate all of the KSAs below:
Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 Experience. One year of experience in 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. Two years of education above high school; AND KSA:
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. GS-5 Experience. One year of experience equivalent to the GS-4 grade level; OR Education. Four years of education above high school; AND KSA:
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. References:
VA Handbook 5005/17, Part II, Appendix G45 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. Physical Requirements:
The work is sedentary but there is occasional walking to various locations in the clinic/medical facility, standing, bending, and reaching while filing and carrying light medical supplies, office supplies, medical records and files. Up to six hours per day will be spent using a keyboard and video display screen to access computer systems. The work requires use of a telephone as needed for patient care.
Estimated Salary: $20 to $28 per hour based on qualifications.
Provides timely and appropriate telephone caller referral and/or problem resolution through consultation with telephone care team members. Determines the nature of the call and assists with communicating needs regarding appointments, medication refills/renewals, etc., and/or refers the call to the appropriate clinical or administrative personnel. Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Routes symptomatic or other clinical calls to a designated nurse. Refers callers that potentially have an emergent or urgent care need appropriately. Accurately documents and routes messages in the electronic patient record using computerized documentation software. Reviews and updates patient demographics. Notifies patients whose phone numbers or addresses are incorrect. Provide clinic support for the check in and out process, scheduling of appointments, and various other patient requests. Direct patients to Release of Information (ROI) in order to provide for continuity of care for non-agency referrals and/or emergent care in outside clinics. Work Schedule:
Monday, Tuesday, Friday 8:
00 am to 6:
30 pm, Wednesday or Thursday 9:
30 am to 2:
30 pm and Saturday 7:
30 am to 12:
30 pm and Monday through Friday 8:
00 an to 4:
30 pm Financial Disclosure Report:
Not required Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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. 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). Grade Determinations:
GS-3 Experience or Education. None beyond the basic requirements; AND KSA:
Candidates must demonstrate all of the KSAs below:
Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-4 Experience. One year of experience in 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. Two years of education above high school; AND KSA:
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. GS-5 Experience. One year of experience equivalent to the GS-4 grade level; OR Education. Four years of education above high school; AND KSA:
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. References:
VA Handbook 5005/17, Part II, Appendix G45 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. Physical Requirements:
The work is sedentary but there is occasional walking to various locations in the clinic/medical facility, standing, bending, and reaching while filing and carrying light medical supplies, office supplies, medical records and files. Up to six hours per day will be spent using a keyboard and video display screen to access computer systems. The work requires use of a telephone as needed for patient care.
- Department:
0679 Medical Support Assistance - Salary Range:
$27,800 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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