Medical Support Assistant (Ward Administration & Call Center)

Description:

This position is located under the Health Administration Service at the C.W. Bill Young (CWBY) Veterans Administration Medical Center (VAMC), Bay Pines, FL. The Medical Support Assistant embraces and supports the mission, vision, and values of the VA Healthcare System.

Requirements:

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. One year of experience equivalent to the next lower grade level(2) Education. Four years of education 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. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations: GS-5 Medical Support Assistant (MSA) (Full Performance Level) Experience: One year of experience equivalent to the GS-04 grade level OR Education: Four years of education above high school leading to a Bachelors Degree.

Specialized experience at the next lower grade level for the GS-679-05 is at the GS-679-04 grade level. Specialized experience consist of but are not limited to the following: 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. Monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information.

Candidates must demonstrate all of the Knowledge, Skills & Abilities (KSAs) below:
1. Ability to operate computerized programs and systems in order to enter, modify and retrieve 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 phone, 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.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The full performance level of this vacancy is GS-679-05.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679.