Clarification from the agency

This job is open to all U.S. Citizens. Please note: Veterans' Preference has been waived for this vacancy in accordance with the provisions of 38 USC 7412 in conjunction with the provisions of P.L. 115-46. The position in this vacancy has been identified as a VHA Shortage Occupation as determined by the VA Office of the Inspector General for fiscal year 2022 and 2023 (October 1, 2021-September 30, 2023). Veterans are encouraged to apply, and qualified Veterans will receive full consideration.

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The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model that directly supports the establishment and maintenance of the flow of patient care throughout a Service within the facility.

The incumbent participates in advanced scheduling efforts, as mandated by National guidance, that facilitate performance measure success, consult referrals, and the overall access to services at the Truman VA. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

The incumbent contributes to the revenue collection process by identifying patients with third party insurance and explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Ultimately, the position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more inpatient/outpatient clinics. Given the critical role of the Advanced MSA to the Truman VA's ability to provide a quality care experience for all Veterans, it is essential that the incumbent reliably reports to assigned work station and schedules planned leave with early notice.

Work Schedule:8:00 am -4:30 p.m. Monday-Friday
Telework: Not available
Virtual: This is not a virtual position
Position Title/Functional Statement #: Advanced Medical Support Assistant/PD0000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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.
• Must complete pre-employment labs
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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 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 and meet the criteria).

GRADE REQUIREMENTS

a. Creditable Experience

(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 a 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 to 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.

Medical Support Assistant (Advanced), GS-6

(a) Experience. One year of experience equivalent to the [GS-5] grade level.
(b) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below:
i. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, [with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
iv. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
v. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005/117, PART II, Appendix G45 - dated August 1, 2019.

The full performance level of this vacancy is GS-6.

Physical Requirements: The work is sedentary. Occasionally requires carrying of light objects such as files, books and papers; some walking, standing and bending. No special physical qualifications required.

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

Candidates must demonstrate all of the KSAs below:
i. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
ii. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
iii. Ability to provide staff development and training
iv. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
v. Ability to review and monitor data to ensure all reports are complete and accurate.]

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.