Clarification from the agency

Current permanent VA employees should apply under CBST-10758207-20-ALF.

Videos

• Advises Veterans on medical/mental health benefits and routine non-medical benefits, referring those of a complex nature where appropriate. The activity of the incumbent directly affects patient care, the drug distribution system and the service's ability to function in an efficient and orderly manner.
• Manages the telephone triage and carefully and briefly questions Veterans to determine if any emergency situation exists, i.e., suicidal or homicidal ideations, worsening symptoms or any acute medical need for immediate attention, working closely with the team nurses and physicians. The incumbent manages scheduling, medical data and patient movement in order to bypass the usual waiting time and ensure that appropriate administrative actions are taken. Incumbent ensures that all medical information from the telephone call is entered into the computerized patient record.
• Makes initial determination regarding Veterans legal entitlement to medical care by means of reviewing documents and when no documents are available, initiates necessary search through the Department of Veterans Benefits.
• Incumbents has working knowledge of appropriate laws, policies, guidelines and regulations to determine a veteran's entitlement to medical treatment. If veteran is ineligible for medical care benefits, incumbent explains in adequate detail why and suggests alternative sources of health care, i.e., social worker, veteran benefits counselor, outside sources, etc.
• Responsible for organizational efficiency of the team. Incumbent looks for reasons for delays in processing Veterans medical care requests, such as bottlenecks and initiates corrective action to alleviate those problems. Maintains contact with both medical and clerical units to resolve problem areas in administrative aspects in providing medical treatment.
• Orients newly assigned physicians, residents and/or medical students on administrative matters regarding patient care in accordance with current VA directives, policies and procedures as well as serving as primary contact with Mental Health staff in advising on matters dealing with eligibility determinations.
• The Advanced MSA provides extensive on-the-job training for any new Advanced Medical Support Assistant's.
• Incumbent assists in investigating problems which require special actions such as congressional inquiries, patient abuse cases, and provides findings as appropriate to higher level staff responsible for coordinating the investigation. On a regular basis, incumbent reviews and summarizes problem areas and submits those findings in writing to the supervisor along with recommendations. Conducts and/or coordinates processing times studies as appropriate.
• Receives visitors and telephone calls to the clinic regarding the availability of and procedures for performing assistance, and requests for changes in scheduled appointments. The Advanced MSA questions caller to obtain sufficient information necessary to determine how to best assist the caller.
• Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful and respectful manner. He/she provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.
• Maintains good public and medical relations. Releases appropriate information in accordance with VA regulations, VAMC policy, and Privacy Act and Freedom of Information Act requirements. Receives and hears complaints and grievances from patients or from individuals on behalf of patients. Investigates the complaint, initiates action or change to rectify the situation and reports the corrective measures taken to patient or family.
• Advanced MSA provides information and assistance to Veterans and family members regarding federal benefits entitlement and eligibility and assists, where necessary with completion of administrative tasks in conjunction with the application for benefits.
• Initiates patient appointments through hospital computer programs (VISTA or CPRS) by use of the scheduling menus to schedule lab, x-ray, and EKG tests with other clinical services, necessary for physician clinics. He/She explains necessary test preparation to patients and records information such as date, exam type, and procedure required in the DHCP and on appointment card. Schedules and coordinates return appointments for Veterans, sending computer generated appointment letters or by personal telephone call. Makes clinic corrections and changes as requested by patient and/or clinician using Mental Health schedules to eliminate scheduling conflicts.

Work Schedule: Monday through Friday 8am to 4:30pm
Financial Discloser Report: Not required

Conditions of employment

• U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Designated and/or random drug testing required
• 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 a background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Must pass pre-employment physical examination

Qualifications

Basic Requirements:

• a. 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 3g.)
• b. Experience and Education (1) Experience. 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(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 acceptable.

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).

Grade Requirement:
a. Creditable Experience (1) Knowledge of Current 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.
Preferred Experience: Experience with performing scheduling functions in a clinical setting with the ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Grade Determinations: The following criteria must be met when determining the grade of candidates.

GS-6 Advanced MSA
(a) At least 1 year of specialized experience equivalent to the GS-5 grade level that shows you possess the knowledge, skills and abilities to successfully carry out the duties of this position. There is no educational substitute to qualify at this grade level. Examples of qualifying experience includes, but is 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.); etc.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates will be required to demonstrate the KSAs below.
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.


References: VA HANDBOOK 5005, PART II, APPENDIX G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD. (GS-0679). This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements: Duties require sitting, walking, bending, carrying records or supplies and approximately six hours of using a video display screen daily. Incumbent must be capable of dealing with all types of personalities, patients with mental health diagnoses, patients with alcohol or drug abuses, etc, and must be capable of working under stressful conditions and yet maintain self control and poise at all times.

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.

NOTE: A formal pay-setting process will be used to determine your salary. The salary may be at any point in the range listed for this vacancy.

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.