Medical Support Assistant
Duties include, but are not limited to:
Resolves all issues and carries them through to completion in a timely manner appropriate to the situation; Directs inquiries to appropriate personnel or department when unable to personally address the issue; Informs supervisor or appropriate management official of any issue or potential incident where a customer may be dissatisfied as a result of information provided; Collects and updates health insurance information serving a major role in the revenue process; Contributes to the revenue collection process by identifying patients with third party insurance; Requests records from outside facilities, printing records from Streem Fax, reviewing records for signature, appropriate category of care, appointment date and sending to scanner; Obtains information on changes in laws and regulations that impact basic veterans' medical benefits entitlement; Maintains a current knowledge of policies and procedures and is available for questions and problems which arise daily Work Schedule:
Monday - Friday; 8:
00am - 4:
30pm. Work scheduled may be discussed during the interview process. Financial Disclosure Report:
Not required 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:
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:
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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-05 LEVEL TO QUALIFY FOR THIS POSITION. Grade Determinations:
GS-3 level:
Experience or Education:
None beyond the basic requirements Demonstrated Knowledge, Skills, and Abilities:
Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care GS-4 level:
Experience:
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, Education:
Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities:
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. 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. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 level:
Experience:
One (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. OR Education:
Successful completion of four (4) years of education above high school level. This education must have been obtained in an accredited business, secretarial or 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) AND Demonstrated Knowledge, Skills and Abilities:
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. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. This can be found in the local Human Resources Office. This position is being filled at the GS-3 through GS-5 Grade Levels. The full performance level is a GS-5. Physical Requirements:
The work is sedentary. Typically, the employee sits comfortably while performing duties. However, there may be some walking; standing; bending' carrying of light items such as papers, or books, etc. No special physical demands are required to perform the work. Work Environment:
The work environment involves everyday risks or discomforts, which require normal safety precautions typical of such places as offices, meeting and training rooms, or libraries. The work area is adequately lighted, heated, and ventilated. Work is performed in an office setting.
Estimated Salary: $20 to $28 per hour based on qualifications.
Resolves all issues and carries them through to completion in a timely manner appropriate to the situation; Directs inquiries to appropriate personnel or department when unable to personally address the issue; Informs supervisor or appropriate management official of any issue or potential incident where a customer may be dissatisfied as a result of information provided; Collects and updates health insurance information serving a major role in the revenue process; Contributes to the revenue collection process by identifying patients with third party insurance; Requests records from outside facilities, printing records from Streem Fax, reviewing records for signature, appropriate category of care, appointment date and sending to scanner; Obtains information on changes in laws and regulations that impact basic veterans' medical benefits entitlement; Maintains a current knowledge of policies and procedures and is available for questions and problems which arise daily Work Schedule:
Monday - Friday; 8:
00am - 4:
30pm. Work scheduled may be discussed during the interview process. Financial Disclosure Report:
Not required 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:
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:
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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-05 LEVEL TO QUALIFY FOR THIS POSITION. Grade Determinations:
GS-3 level:
Experience or Education:
None beyond the basic requirements Demonstrated Knowledge, Skills, and Abilities:
Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care GS-4 level:
Experience:
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, Education:
Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities:
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. 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. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 level:
Experience:
One (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-4, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to:
scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. OR Education:
Successful completion of four (4) years of education above high school level. This education must have been obtained in an accredited business, secretarial or 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) AND Demonstrated Knowledge, Skills and Abilities:
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. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. This can be found in the local Human Resources Office. This position is being filled at the GS-3 through GS-5 Grade Levels. The full performance level is a GS-5. Physical Requirements:
The work is sedentary. Typically, the employee sits comfortably while performing duties. However, there may be some walking; standing; bending' carrying of light items such as papers, or books, etc. No special physical demands are required to perform the work. Work Environment:
The work environment involves everyday risks or discomforts, which require normal safety precautions typical of such places as offices, meeting and training rooms, or libraries. The work area is adequately lighted, heated, and ventilated. Work is performed in an office setting.
- Department:
0679 Medical Support Assistance - Salary Range:
$27,800 to $45,393 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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