Citizenship. Must be a Citizen of the United States.
Experience and Education. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
Education. One year 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.
Certification: None required.
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.
Physical Requirements. See VA Directive and Handbook 5019. The duties and responsibilities of the position require some mobility between various Clinic areas in separate building location sites, but generally the job is sedentary with some standing, stooping, reaching, and lifting up to 20 pounds. Incumbent is required to work with computer equipment at least 75% of the time which impacts hand and wrist motions.
English Language Proficiency. Must be proficient in spoken and written English.
In addition to meeting the BASIC REQUIREMENTS, the following criteria MUST BE MET when determining the grade of candidates:
Creditable Experience -
(1) Knowledge of Current Medical Support Assistant (MSA) Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience 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 range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.
Experience or Education. One year of experience equivalent to the next lower grade level (GS-4) OR 4 years of education above high school level (Bachelor's degree).
At this level, the MSA performs a full range of duties. 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 not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas 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 (i.e., TRICARE, sharing agreements, etc).
Experience: One year of experience equivalent to the next lower grade level (GS-5).
The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
There is no educational substitution for GS-6 grade level.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
References : VA Handbook 5005, Part II, Appendix G45, Medical Support Assistant Qualification Standard, GS-679, available in the local Human Resources Office.
GS-5: Successful completion of 4 years of education above high school level (Bachelor's degree).
GS-6: No substitution of education for experience.
APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html All education claimed by applicants will be verified by the appointing agency accordingly. 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.
When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.
Your résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Interviews: Management may interview candidates for this position and use the Performance Based Interviewing (PBI) process. If PBI is used, questions will be job-related, reasonably consistent and fair to all candidates. You can visit the following two web sites (1) http://www.va.gov/pbi (2) http://vaww.va.gov/ohrm/Staffing/PBI/PBI_Intr.htm to learn more about PBI, frequently asked questions and aids to prepare for an interview. Additionally, printed reference material is available at each Human Resources Office.
Applicants Responsibility: It is the applicant's responsibility to submit documentation to support his/her application for this position. Applicant is responsible for ensuring that all experience, education, formal training, award recognition, etc. are documented in the application package. Experience may include voluntary or other non-paid experience in the appropriate field. If you feel that your training record contains information pertinent to your qualifications, then you must submit a printed copy of your training record with your application package. Your training record will become a part of the specific vacancy file and will not be filed in Official Personnel Folder.
This announcement is not intended to cover all aspects of the duties, responsibilities or qualifications of this position. Request for copies, return of forms or transfer of consideration to another announcement will not be honored.
Employees must meet qualification standards and other regulatory requirements by the closing date of the announcement.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, national origin, sex, lawful political affiliation, marital status, disability or membership or non-membership in a labor union.
INCOMPLETE APPLICATIONS will receive an ineligible rating due to missing form(s). Requests for reconsideration of ratings will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software, and fax transmissions, etc.
Only send documentation as requested/required by this announcement and that directly supports your qualifications for this position.
Reasonable Accommodation: This Agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, you must notify the agency. This decision on granting reasonable accommodation will be made on a case-by-case basis.
HOW YOU WILL BE EVALUATED:
Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.
You will be evaluated on the following Knowledge, Skills and Abilities and Other characteristics (KSAO's). Applicants who meet the qualification and basic requirements will be further evaluated by the Professional Standards Board for this occupation to determine the extent to which their work or related experience, education, training, awards, outside activities, and supervisory appraisal, etc., indicate they possess the KSAOs listed below.
All applicants should provide clear, concise examples that show the level of accomplishment or degree to which they possess the KSAO in their CV or resume. Incomplete, vague or contradictory information may affect the rating.
Please review carefully before making an online response selection. Your application, resume and supporting documents will be used to verify your response.
1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2. Knowledge of basic medical terminology.
3. Ability to make appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5. Ability to communicate effectively and professionally with employees at varying grade level
6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.