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
• 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: Experience: 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
• Education: Education: High school diploma with desire for some post high school education
• 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)
• Medical Support Assistant (Advanced), GS-6 Experience
• One year of experience equivalent to the GS-5 grade level
• Experience includes: 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
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: - Ability to collaborate and communicate [with a wide range of medical clinicians across multiple disciplines (e.g
• medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.] - Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• - Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, [with internal and external customers
• This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns
• - Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• - Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc
• - Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• Preferred Experience: Creating Excel Tables and Charts Microsoft Office Scheduling of Veterans Appointments Data Collection and Storage Technical Writing Skills with Proof Reading PowerPoint 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-06
• Physical Requirements: The work is sedentary
• Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work
• Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site
• Incumbent may carry and lift light items weighing less than 15 pounds.