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Summary The Medical Support Assistants (MSAs), assigned to Pacific Islands Health Care System to include its Outpatient clinics and Community Based Outpatient Clinics (CBOC), are 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. MSAs are considered chief sources of patient care and patient flow information. Responsibilities The MSA position typically has responsibility for the overall coordination of clinic cancellations, clinic schedules to include appointment scheduling and changes, arrangements for special studies, inpatient discharges, appointment check ins/check outs, consult tracking, verification of doctor's orders and treatment orders, completeness and accuracy of all actions/documentation, making transportation arrangements for patients, and relaying medical test results to appropriate professional medical staff for immediate action. The MSA explains medical tests and exam instructions to be observed and test preparation procedures to the patient prior to appointment. MSA provides any related instructional sheets for special procedures and facilitates patient appointments; assures a medication list is provided to patient at each visit; relays any medication issues to the appropriate clinical staff; and shares other general information, initiating appropriate action as required. The MSA initiates forms for authorization to perform surgery and other procedures, monitors the waiting areas for possible changes of patient conditions, and initiates appropriate measures in emergency situations. The Veterans Affairs Pacific Island Health Care System (VAPIHCS) is a Level 3 facility and ranks among a complex system in the VA serving the Sierra Pacific Network (VISN 21). The VAPIHCS offers a full range of comprehensive health care services including Dentistry, Geriatrics & Extended Care, Imaging, Medicine Services, Mental Health Services, Pathology & Laboratory Medicine Service, Primary Care, Radiation Oncology, Rehabilitation Services, and Specialty Services. The VAPIHCS offers several special medical programs in include Home Health Services, Homeless Veteran Services, Pharmacy Specialized Services, Rurality, Spinal Cord Injury, TeleHealth, and Women's Health Centers. The VAPIHCS operates eight community-based outpatient clinics (CBOCs) covering seven county areas. These outpatient clinics are in American Samoa, Guam, Saipan, Hilo, Kauai, Kona, Leeward Oahu, Maui, and Windward Oahu. The MSA is responsible for 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 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 to 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. Work Schedule: Varies Compressed/Flexible: Telework: Not-available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required Below are the salary breakdown of each location: Honolulu GS-05 Salary Range: $ 43,074.00 to $ 56,001.00 per annual Pago Pago GS-05 Salary Range: $ 41,446 .00 to $ 53,885.00 per annual Guam - Agana GS-05 Salary Range: $ 41,446.00 to $ 53,885.00 per annual Hilo GS-05 Salary Range: $ 43,116.00 to $ 56,056.00 per annual Kauai - Lihue GS-05 Salary Range: $ 43,074.00 to $ 56,001.00 per annual Kona CBOC - Kailua Kona GS-05 Salary Range: $ 43,116.00 to $ 56,056.00 per annual Ewa beach GS-05 Salary Range: $ 43,074.00 to $ 56,001.00 per annual Maui - Wailuku GS-05 Salary Range: $ 43,116.00 to $ 56,056.00 per annual Windward- Kaneohe GS-05 Salary Range: $ 43,074.00 to $ 56,001.00 per annual Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. 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). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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. Experience and Education: 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; OR Experience/Education Combination. 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. Demonstrated Knowledge, Skills, and Abilities. 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. Grade determinations: GS-4: None beyond the basic requirements. Candidates must demonstrate all of the KSAs below: 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. c 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 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: One year of experience equivalent to the next lower grade level (GS-4) OR four (4) years of education above high school. 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 References: Medical Support Assistant Qualification Standard, GS-0679, VA Handbook 5005/117, Part II, Appendix G45.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-5Physical Requirements: Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, incumbent 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 incumbent is expected to use proper preventive ergonomic techniques to perform duties. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.