Medical Support Assistant

About the role

This position will serve as a Medical Support Assistant to the Northern California VA HCS/Benefits & Data Management Service. Applicants 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. 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. Experience and Education. 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, Education. High School diploma with desire for some post high school education OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). Grade Determinations: Medical Support Assistant, GS-3: Experience or Education Requirements. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4: Experience/Education Requirement: One year of experience in 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, one year of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5: Experience or Education Requirements. One year of experience equivalent to the GS-4 grade level or two years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Preferred Experience: Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. 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. Rec

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