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
• 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 accepted
• 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)
• Grade Determinations: GS-5 Medical Support Assistant (Full Performance Level) Experience/Education
• One year of experience equivalent to the GS-4 grade level OR four years of education above high school
• Demonstrated Knowledge, Skills, and Abilities
• 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 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
• The full performance level of this occupation is GS-5. Applicants will be selected at the GS-5 grade level
• References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: The work of this position is primarily sedentary working closely with others or alone
• There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc
• The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room
• The work area is adequately lighted, heated, and ventilated.