Medical Support Assistant - Hospital Care Inpatient Unit

Description:

The Medical Support Assistant, under the supervision of the nurse manager or designee is responsible for the clerical, receptionist and administrative support duties associated with patient care and treatment on the inpatient care unit. This includes, but is not limited to, managing written, verbal and electronic flow of information in and out of the unit, encounters, communicating effectively with patients, visitors, and staff, supporting the patient care activities of the nursing unit.

Requirements:

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.
• English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English 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 acceptable.

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).

Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations :

Medical Support Assistant, GS-3 Grade Requirements (Entry Level):
(a) Experience or Education. None beyond the basic requirements.

In addition to meeting the basic requirements, candidates must demonstrate all of the KSAs below:

• 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.

Medical Support Assistant, GS-4 Grade Requirements (Development Level):
(a) 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 ,
(b) Education. Two years of education above high school.

In addition to meeting the experience or requirements, candidates must demonstrate all of the KSAs below:

• 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.

Medical Support Assistant, GS-5 Grade Requirements (Full Performance Level):
(a) Experience. One year of experience equivalent to the GS-4 grade level; OR ,
(b) Education. Four years of education above high school.

In addition to meeting the experience or requirements, 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.

Preferred Experience: Acute Care experience in a fast-paced patient care unit. Expert in Microsoft office and Electronic Medical Record (EMR).

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-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Physical Requirements:

• Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, MSA must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The MSA is expected to use proper preventive ergonomic techniques to perform duties.