Clarification from the agency

This announcement is open to the public and employees of other Federal agencies.

Videos

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo
Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

FUNCTIONS OR SCOPE OF ASSIGNED DUTIES:
This incumbent can function at developmental performance level, carrying out a variety of duties. The Advanced MSA provides specialized and expert communication and appropriate information across the service line for seamless function of program and collaboration of care for Veterans, including daily administrative outpatient operations.

The Advanced MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload and establishes priority of work assignments and will adjust based on the activities of the unit and the service. The AMSA provides administrative support to the Behavioral Health and Interdisciplinary Program (BHIP) and all other specialty staff assigned to support the day-to-day operation of all inpatient units.

Standard administrative duties to ensure smooth and efficient workflow are as follows:
- Ability to work independently, setting priorities, and coordinate work.
- The Advanced MSA is responsible for LAMSA emails for all BHIP teams, etc. within the ICC.
- Is the expert in the department for scheduled and unscheduled visits.
- Advanced Knowledge of medical terminology.
- Advanced 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.
- Advanced ability to adjust to change or work pressures in a pleasant manner and can handle differences of opinion in a business- like fashion.
- Advanced ability to follow instructions conscientiously and functions effectively as a team member.
- Advanced knowledge of non-violent crisis intervention and anger de-escalation.
- The ability to work independently, setting priorities and coordinate work.
- Ability to communicate effectively and professionally with persons of all educational backgrounds.
- Demonstrates the knowledge of the managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems with complex systems environment.
- Responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines.
- Directs telephone calls and visitors and communicates information appropriately.
- Processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible. Seeks clarification of orders when appropriate.
- Pre-Registration, verifying and updating demographics and insurance information.
- HIPPA rules will be followed, and data will be shared with others on an as needed basis. There will be no talking about Veterans in halls or off station.
- The AMSA follows established procedures for scheduling appointments.
- Provides clerical support for the use of the computer contingency plan.
- Assists in training new or less experienced employees.
- Understands how to handle a suicide call.

Work Schedule: Administrative Days-Evenings and weekends maybe required
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases.
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
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.
• 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

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 3.g.).
b. 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.
c. Certification. None required.
d. 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.
e. 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.
f. Physical Requirements. See VA Directive and Handbook 5019.
g. 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.

Medical Support Assistant (Advanced), GS-6
Experience:-One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:
1. 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. Schedule medical appointments in a clinical setting.
3. Work independently in the accomplishment of a wide variety of duties performing patient support work.
4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND

Candidates must be able to demonstrate all of the knowledge, skills and abilities below:
1. Abilityto 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.
2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

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.

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.