Job Summary

Medical Support Assistants at grade GS-5 are responsible for all duties required in the coordination of patient care, performing a full range of duties related to scheduling and patient flow within an interdisciplinary coordinated care delivery model.

Job Description

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 - Equivalent combination of experience and education. 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 3j. 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). GS-05 (Full Performance) - One year of experience equivalent to the GS-04 ~OR~ -4 years of education above High School and candidates must demonstrate all of the KSAs below: 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, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. The full performance level of this vacancy is 5. Physical Requirements: Work is primarily sedentary but may include long periods of standing, sitting and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines. Work is performed in an indoor setting with close proximity to other staff members. The employee is not generally subject to unusual exposure, risk, or discomfort but certain safety precautions may be necessary. This mission essential position of MSA work is generally performed in a temperature-controlled environment with adequate lighting throughout the workplace. Certain safety precautions will be set in place, as necessary, in times of natural disasters, pandemic, or other emergency contingency planning needs as the position is considered as mission-essential support. Work may also include periods of travel.