Clarification from the agency

**Open to U.S. citizens** This is an open continuous announcement; applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Current permanent employees of the NWI VA Health Care System will receive first consideration. If you are a current, permanent VA employee, please apply under the internal announcement number CBSY-11956971-23-MS

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Major duties include (but not limited to):

• Follows both oral and written instructions and/or directives as given by the management.
• Contribute and assist in attaining Community Care's goals; to include quality management.
• Update Veteran information by telephone and written correspondence.
• Assist in training new employees helping to ensures completion of orientation/training checklist.
• Complete daily assigned work within time frame given by CITC management.
• Conduct reviews and reports as assigned in relation to Community Care activities.
• Provide technical information and assistance concerning entitlement to CITC medical benefits, as well as information related to policies and procedures of the various CITC Services Programs.
• Maintain all tracking logs as required.
• Input data in individual tracking logs, VA systems and third-party payor systems accurately.
• Collaborates with the external and internal vendor's and employees to facilitate prompt Veteran transfer of care between private facilities and the VA.
• Schedules appointment information into the VA's scheduling system.
• Follow procedures to obtain medical records and documentation as outlines per VA policy.
• Maintains appropriate spreadsheets and reports for tracking and productivity purposes to meet performance measures.
• Utilize correct correspondence, including various forms, letters, and reports.
• Review accuracy of all authorizations, consult information, and scanned medical records.
• Identify a process improvement or implement a process improvement with managements approval.
• Demonstrate thorough knowledge and proficiency in the use of assigned computer programs.
• Coordinate with clinical staff for approval/disapproval of CITC outpatient medical care.
• Respond to email and phone messages on a direct line and a customer service line.
• Participate in team huddles, team meetings and independently follow up on team huddles by sharing information and collaborating with the team to ensure Veterans receive timely care.
• Other duties as assigned.

Work Schedule: 40 hours per week. Tours will vary and will be discussed during the interview process
Telework: ADHOC available based upon organizational policies, which will be discussed during the interview process.
Virtual: This is not a virtual position.
Recruitment Incentive: Authorized for highly qualified candidates.
Functional Statement #/ Position Title: 000000/Medical Support Assistant

**This occupational series is eligible for the Student Loan Repayment Program (SLRP), and participation is available for highly qualified candidates. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.**

PLEASE NOTE: ALTHOUGH THIS ANNOUNCEMENT REMAINS OPEN UNTIL SEPTEMBER 29, 2023, WE WILL BEGIN SCREENING APPLICANTS ON MAY 11, 2023. WE WILL DO SUBSEQUENT SCREENINGS UP UNTIL THE ANNOUNCEMENT CLOSES AS NEW VACANCIES BECOME AVAILABLE

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.
• 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.
• 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

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 09/29/2023.

Medical Support Assistant Basic Requirements:

Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

Experience and Education:

• 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

• 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.

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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
2. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
3. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to 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.

Physical Requirements. See VA Directive and Handbook 5019.

English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grade Determinations:

1. Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
2. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting 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 varieties 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 an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

GS-4 Grade 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.
AND
Demonstrated Knowledge, Skills, and Abilities (KSAs). 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.]

GS-5 Grade Experience: One year of experience equivalent to the GS-4 grade level;
OR,
Education: Four years of education above high school.
AND
Demonstrated Knowledge, Skills, and Abilities (KSAs): 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: VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

The full performance level of this vacancy is GS-5

Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job-related information, which may include, but not limited to; responses to the knowledge, skills and abilities (KSAs), completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.