Medical Support Assistant

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: Applicant must have six months experience of clerical, office or other 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: Must be proficient in spoken and written English.

Grade Determinations:GS-3 MSA (Entry Level)

Experience or Education. None beyond the basic requirements.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-4 MSA (Developmental Level)

Experience or Education. One year of experience in clerical, office work, customer service, or other administrative that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:

1. 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.
2. 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.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 MSA (Full Performance Level)

Experience or Education. One year of experience equivalent to the next lower grade level (GS-4) or 4 years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidate must demonstrate the KSAs below:

1. 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.
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 telephone, 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.

References: VA HANDBOOK 5005/117 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 incumbent must work in a multi-screen computer environment being able to use computerized programs on the screens bilaterally. Work is mostly sedentary but may require some standing, walking, bending, twisting, and stair climbing. Mail delivery on the inpatient wards consists of walking and carrying of packages, envelopes, mail and light supplies.

RESUME REMINDER: Your resume must include the following information for each job you list:

• Position title
• Complete Work Place Addresses
• Duties (be as detailed as possible)
• Month and year start/end dates (e.g. June 2007 to April 2008)
• Full-time or part-time status (include hours worked per week)
• Annual salary or hourly wage for each position (if known).