Summary The James E. Van Zandt VA Medical Center is seeking a Medical Support Assistant (MSA). The MSA is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. Duties The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling and consult guidelines. Assignments at this level include, but are not limited to: Schedules routine and specialized appointments for the unit and with other units within the health care system, while ensuring proper sequencing. Performing clerical duties related to patient care and treatments such as admitting and discharging, travel arrangements, forwarding medication orders, work orders, and maintaining electronic medical charts. Responsible for performing a variety of duties including, but not limited to data entry. Notifying service administrative staff of supplies necessary to perform duties. Applying knowledge of medical terminology correctly in order to complete duties. Verifying and updating demographics including temporary addresses, insurance information, sharing caregiver information, and administrative clinical reminders. Effectively communicates, both verbally and in writing with internal and external sources. Coordinates consultations and referrals of patients to Specialty Services within the facility and outside the facility. Receives and relays a high volume of incoming and outgoing communication via telephone, fax, and email, from patients, staff and outside sources concerning a variety of medical, personnel, and administrative matters. Determines the nature of the inquiry and independently responds or routes to appropriate clinical staff in a timely manner appropriate to the urgency of the correspondence. Performs other duties as assigned. This announcement may be used to fill vacancies at any of the listed locations. Selections will be made as vacancies arise. Work Schedule: 8:00am to 4:30pm Monday through Friday and may vary - will be discussed during interviews. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 04215-F / Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Qualifications 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. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC § 7403(f). 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. None beyond the basic requirements. Medical Support Assistant, GS-4: Experience. One year of creditable experience equivalent to the next lower grade; OR Education. One (1) year of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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. Medical Support Assistant, GS-5: Experience. One year of creditable experience equivalent to the next lower grade. Qualifying specialized experience includes: scheduling, canceling, re-scheduling patient's appointments and/or consults; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; reviewing and documenting medical outpatient and inpatient health records; verifying third party insurance and updating information; OR Education. Two (2) years of education above high school. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. 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: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g.files, records etc.) See VA Directive and Handbook 5019. Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Documentation Requirements for Proof of High School Completion or higher If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)