Medical Support Assistant-Prosthetics

Medical Support Assistant-Prosthetics

This position is located with the Prosthetics and Sensory Aids department at the St. Cloud VA Medical Center.

The medical administrative support (MSA) position is a foundational role within Prosthetics and Sensory Aids Service. This role is vital in scheduling and coordinating appointments with Veterans. The role must coordinate the receiving of Veterans Orthotics and Prosthetics items with timely appointment scheduling with the goal of the Veteran being provided their prosthetics item in conjunction to their appointment within 30 days of the initial provider consult. Assignments at this level include but are not limited to: interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts 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; issuing and posting prosthetics items; answering the phone and managing the voicemail system and scheduling appointments in accordance with VHA national scheduling guidelines. The MSA refers all questions requiring immediate medical attention to appropriate health care team members. The MSA explains VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The MSA contributes to the revenue collection process by identifying patients with third party insurance. As front-line contact with patients and staff, the MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Enters all ROI requests into the DSS-ROI software package to maintain an accurate database of disclosures and ensures completed requests are scanned into patient's administrative record. Assists patients in completing authorization forms, fully explaining what will be released in terms understandable to the patient. The MSA provides administrative support to Prosthetists, Prosthetics Representatives, Nurses, Physician, Orthotists, and other administrative and professional staff throughout the Prosthetics area. The outpatient program requires administrative scheduling and appointment coordination for Prosthetics and Orthotic evaluations, and consultative appointments for many clinical services. The MSA must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. He/she must abide by federal privacy and confidentiality regulations and exhibit ethical conduct all times. Employee must complete and adhere to necessary annual VHA training requirements.

Work Schedule: Monday-Friday 7:30am-4pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Conditions of Employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

Basic Requirements:

Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a).

Experience- No Experience required Education- High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Certification . None required.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

Grade Determinations:

GS-3 MSA (Entry Level) 1. Experience or Education:

None beyond the basic requirements.

GS-4 MSA (Developmental Level) 1. Experience: One year of creditable experience equivalent to the next lower grade.

OR 2. Education: One year of education above high school. (TRANSCRIPTS REQUIRED).

AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to 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.

GS-5 MSA (Full Performance Level) 1. Experience: One year of creditable experience equivalent to the next lower grade.

OR 2. Education: Two years of education above high school.(TRANSCRIPTS REQUIRED).

AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to 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.

Reference: For more information on this qualification standard, please visit Medical Support Assistant Qualification Standard (va.gov) 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: You will be asked to