Qualifications

Basic Requirements:

• US Citizenship is required
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.)
• ENGLISH: Must be proficient in basic written and spoken English
• EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant
• OR Must have successfully completed one (1) year above high school
• This education must have been obtained in an accredited technical school, junior college, college or university
• One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university
• (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level
• (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION
• GS-06 - Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources
• Experience: One year of experience equivalent to the GS-5 grade level
• At this grade level, experience consists of: 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
• verifying and updating demographics and insurance information when patients check-in for appointments
• AND Demonstrated Knowledge, Skills and Abilities: 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
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.