Clarification from the agency

This announcement is open to Federal employees (Competitive and Excepted Service), the public and Veterans. This announcement is open to non-VA Federal employees, VETERANS and the PUBLIC. Current, permanent VA EMPLOYEES should apply to announcement CBSS-12759811-25-DA

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The incumbent serves as an Advanced Medical Support Assistant at the Marion VA Medical Center in Physical Medicine and Rehabilitation Service. The incumbent's work provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model and involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes related to access to care across multiple clinics, specialties and/or care in the community resources. Other duties include but are not limited to:

• Perform receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients
• Maintain appointment schedules for one or more outpatient clinics.
• Assist with clinic access contingency plans by adjusting appointment times, location or dates.
• Recommend changes to existing clinic procedures based on current administrative guidelines.
• Provide expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Compressed/Flexible:No
Telework: Not eligible
Virtual: This is not a virtual position.
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 trial period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• 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.
• You MUST meet one of the three combinations of education and experience described below to meet the BASIC qualifications for this position:
• (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 Determinations:
Medical Support Assistant (Advanced), GS-6(a) Experience. One year of experience equivalent to the GS-5 grade level. In order to be considered at the GS-6 grade level, you must fully meet (experience must be documented in your resume or separate KSA responses) both the GS-5 and GS-6 KSAs:

GS-5 KSAs
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.

GS-6 KSAs:
1. 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.
2. Ability to independently set priorities and organize 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: VA Handbook 5005, Part II, Appendix G-45.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: The work is sedentary. Typically, the Advanced MSA sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, etc. No special physical demands are required to perform the work.

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.