Medical Support Assistant

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. 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 accepted. 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: GS-3 Medical Support Assistant (Entry Level)Experience or Education. None beyond the basic requirements. Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate 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 Medical Support Assistant (Developmental Level) Experience or Education. One year of experience in clerical or office work 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 (KSAs): The candidate’s application/resume will be rated against the following KSAs. 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 Medical Support Assistant (Full Performance Level) Experience/Education. One year of experience equivalent to the GS-4 grade level OR four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 1. Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive medical and patient identifying information 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 work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. The full performance level of this occupation is GS-5. Applicants can be selected at the GS-3, GS-4, or GS-5 grade levels. References: VA Handbook 5005/117 Part II Appendix G45 Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated.
The incumbent serves as the Medical Support Assistant (MSA) assigned to the Nursing Community Living Center (CLC) and s/he will be responsible for providing full clerical and administrative support. The MSA position is a foundational role within the Patient Centered Care Initiative. The incumbent works collaboratively with members of the health care team.