Medical Support Assistant

DutiesSummary

The Medical Support Assistant (MSA) position provides clerical and administrative support to the patients and staff; duties may be performed in Clinic Based Outpatient Clinic (CBOC), Telephone Call Center, or Inpatient, Outpatient Clinic. This position is located at West Palm Beach VA Medical Center, West Palm Beach, Florida.


Responsibilities

Assignments at this level include, but are not limited to:

• Scheduling, canceling, re-scheduling patient's appointments and/or consults.
• Entering no-show information; monitoring the electronic wait list; preparing for clinic visits.
• Monitoring both inpatient and outpatient appointments for areas of responsibility.
• Ensuring encounter forms are completed in order to obtain appropriate workload credit.
• Verifying and updating demographics and insurance information.
• Processing all emergency and non-emergency transfers to other VA facilities or private hospitals.
• Performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Work Schedule: Tour of duty will be established based on demand of work area. Incumbent may be assigned to irregular tour to include work nights, weekends, and holidays.
Financial Disclosure Report: Not required
Travel Required

Not required

Supervisory status

No

Promotion Potential

None

• Job family (Series)

  0679 Medical Support Assistance

• Requirements

  RequirementsConditions of Employment
  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • 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
  QualificationsApplicants 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.(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.
  • Certification. None required.
  • 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).
  
  Creditable Experience.
  • 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.
  • 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.
  • 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 in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates:
  
  Medical Support Assistant, GS-5
  (a) Experience. One year of experience equivalent to the next lower grade level, GS-04, OR,
  
  (b) Education. Four years of education above high school.
  
  (c) Assignment. the MSA 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 MSA 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.).
  
  (d) Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate 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, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-679.
  
  The full performance level of this vacancy is GS-05.
  
  Physical Requirements: The work is primarily sedentary, but may require some walking, standing, bending, stooping, stretching, and carrying objects such as papers, books, and files/binders. Work also requires spending time performing keyboarding duties. Education

  IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
  
  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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

  Additional information

  Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
  
  This job opportunity announcement may be used to fill additional vacancies.
  
  It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
  
  This position is in the Excepted Service and does not confer competitive status.
  
  VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
  
  Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
  
  If you are unable to apply online view the following link for information regarding an Alternate Application.

  
  How You Will Be Evaluated

  You will be evaluated for this job based on how well you meet the qualifications above.

  IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
  
  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.
  

  Background checks and security clearanceSecurity clearance

  Other

  Drug test required

  No

  Position sensitivity and risk

  Non-sensitive (NS)/Low Risk

  Trust determination process

  Suitability/Fitness

• Required Documents

  Required Documents

  To apply for this position, you must provide a complete Application Package which includes:
  

  • Resume
  
  
  VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.
  
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
  
  
  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (Schedule A)
  • Disability Letter (VA)
  • VA 10-2850c
  • KSAs
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript
  
  
  Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• Benefits

  Benefits

  A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• The public

  U.S. citizens, nationals or those who owe allegiance to the U.S.

This announcement is open to U.S. Citizens.