MSA Call Center
The Call Center MSA is responsible for accurate appointment management and correct coordination of all administrative information between the professional staff and the patient. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing and consultative appointments for other services. The ED/ICU MSA will primarily support the Intensive Care Unit (ICU) but will support the medicine service overall. The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Strict confidentiality must be maintained at all times while abiding by HIPPA laws and exhibit ethical conduct at all times. Employees must complete and adhere to mandatory annual VHA training requirements. He/She must provide excellent customer service and adhere to VA local, National and Service policies and procedures. Assignments may include but are not limited to:
Scheduling, canceling and rescheduling appointments Notifying patients of their appointment schedule Administrative scheduling and appointment coordination for testing and consultative appointments for other services Interpreting and verifying providers orders Entering no-show information Data entry Administratively managing order entry of all types including medications, diagnostic tests, procedures, etc. Supporting unit operations including admissions/discharges and patient flow Monitoring the electronic wait list Preparing for clinic visits monitoring both inpatient and outpatient appointments for area of responsibility Ensuring encounter forms are completed in order to obtain appropriate workload credit Verifying and updating demographics and insurance information Processing all emergency and non-emergency transfers to other VA facilities or private hospitals Performing basic eligibility, co-pays and pre-authorization requirements for specific coverage May serve as a consult coordinator for Non-VA Care; coordinates internal and external care between customers and providers Establish effective communication with patients, families, visitors, staff and members of the interdisciplinary team Possess good organizational skills which enable the completion of work and ability to take direction from team members in a patient centered program Other duties as assigned Work Schedule:
Monday - 8:
00 a.m. - 4:
30 p.m., excluding Federal holidays. The standard tour of duty is Monday - Friday, however may differ to include Saturday, depending on the needs of the Agency. Financial Disclosure Report:
Not required Preferred
Qualifications:
One year of medical support assistant experience in an inpatient setting within the last 2 years is preferred for a MSA position in ED/ICU. 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:
Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience/Education:
Six (6) 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 one (1) year of education above high school; or equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations:
Medical Support Assistant, GS-3 Experience or Education:
None beyond the basic requirements. Assignment:
This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below:
1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. 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
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. Assignment:
This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are 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. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. 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
Experience:
One year of experience equivalent to the GS-4 grade level OR Education:
Four years of education above high school. Assignment:
This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. 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 guidelines. Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below:
1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. 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:
See VA Handbook 5005/117, Part II, Appendix G45; Title 38 Hybrid, Medical Support Assistant Qualification Standard, dated August 1, 2019. 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:
The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Light lifting (under 15 lbs); Light carrying (under 15 lbs); Use of fingers, Both hands required; Walking (1 hr); Standing (1 hr.); Far vision correctable in one eye to 20/50 and to 20/100 in the other; Hearing aid permitted; Working closely with others; Working alone. 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).
Estimated Salary: $20 to $28 per hour based on qualifications.
Scheduling, canceling and rescheduling appointments Notifying patients of their appointment schedule Administrative scheduling and appointment coordination for testing and consultative appointments for other services Interpreting and verifying providers orders Entering no-show information Data entry Administratively managing order entry of all types including medications, diagnostic tests, procedures, etc. Supporting unit operations including admissions/discharges and patient flow Monitoring the electronic wait list Preparing for clinic visits monitoring both inpatient and outpatient appointments for area of responsibility Ensuring encounter forms are completed in order to obtain appropriate workload credit Verifying and updating demographics and insurance information Processing all emergency and non-emergency transfers to other VA facilities or private hospitals Performing basic eligibility, co-pays and pre-authorization requirements for specific coverage May serve as a consult coordinator for Non-VA Care; coordinates internal and external care between customers and providers Establish effective communication with patients, families, visitors, staff and members of the interdisciplinary team Possess good organizational skills which enable the completion of work and ability to take direction from team members in a patient centered program Other duties as assigned Work Schedule:
Monday - 8:
00 a.m. - 4:
30 p.m., excluding Federal holidays. The standard tour of duty is Monday - Friday, however may differ to include Saturday, depending on the needs of the Agency. Financial Disclosure Report:
Not required Preferred
Qualifications:
One year of medical support assistant experience in an inpatient setting within the last 2 years is preferred for a MSA position in ED/ICU. 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:
Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience/Education:
Six (6) 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 one (1) year of education above high school; or equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations:
Medical Support Assistant, GS-3 Experience or Education:
None beyond the basic requirements. Assignment:
This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below:
1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. 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
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. Assignment:
This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are 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. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. 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
Experience:
One year of experience equivalent to the GS-4 grade level OR Education:
Four years of education above high school. Assignment:
This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. 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 guidelines. Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below:
1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. 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:
See VA Handbook 5005/117, Part II, Appendix G45; Title 38 Hybrid, Medical Support Assistant Qualification Standard, dated August 1, 2019. 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:
The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Light lifting (under 15 lbs); Light carrying (under 15 lbs); Use of fingers, Both hands required; Walking (1 hr); Standing (1 hr.); Far vision correctable in one eye to 20/50 and to 20/100 in the other; Hearing aid permitted; Working closely with others; Working alone. 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).
- 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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