Clarification from the agency

Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement.

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The MSA will perform duties related to appointment registration and scheduling to include screening patients, visitors and caregivers upon entry to the Medical Center and escort patients to appointment locations as needed. Correspondence, collaboration, and customer service with various departments is essential.

Duties and responsibilities of the Medical Support Assistant include but are not limited to:

• Conducts pre-entry administrative screening of all staff, patients and visitors to the Medical Center following current policy and guidance. This may include non-contact temperature readings. Will wear required personal protective equipment (PPE) as necessary.
• May be called upon to escort and/or assist mobility-challenged veterans, such as pushing wheelchairs.
• Collects and updates insurance information form veterans, family members and other eligible patients.
• Prepares correspondence and memos as needed.
• Receives and screens phone calls in a courteous and timely manner, determined the nature of the request and provide the information desired using privacy rules and established clinic processes.
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Stocks basic office supplies for the clinical area.
• Enters veterans seeking urgent care and scheduling appointment accurately.
• Utilizes call lists to telephone veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional and chronological maturation needs of the adult and/or geriatric patient.
• Assures that all appropriate VA forms are used correctly and regulations followed.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Full time, Monday - Friday 7:30am-4:00pm
Compressed Work Schedule: Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 608-F1176
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

NOTIFICATIONS:

• This position is a NAGE bargaining unit position.
• Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement.
• This position is in the Excepted Service.

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.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

Applicants should be fully qualified by the closing date of the announcement.

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 3j.

Grade Determinations:

GS-5 Grade Level Requirement:

Experience. One year of experience equivalent to the [GS-4] grade level;

OR, Education. Four years of education above high school.

In addition to the experience or education listed above you mush also demonstrate the following Knowledge Skills and Abilities (KSAs):

• 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.

Assignment. This is the full performance level for MSAs. At this level, 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.).

References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-5.

Physical Requirements: The work is mostly sedentary. Occasionally, light physical effort may be required, such as that involved with walking, stair climbing, and carrying of light office items.

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, resume, 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
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