Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. Current, permanent Veteran Affairs employees and Public. All Veteran Affairs employees must submit SF-50 showing both current (SF-50 dated 2025) employment status and an additional SF-50(s) to demonstrate 1 + year equivalent to a GS-6 or higher. Experience must be clearly indicated in your resume.

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• Supervises customer service and other MSA duties assigned for the proper and timely treatment of patients, timely and accurate completion of reports and associated administrative tasks and assure appointment schedules are maintained by MSA staff for one or more clinics.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number.
• Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Assures positive front-line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA.
• When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by ensuring that MSA staff comply with facility scanning policies.
• 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.
• Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Work Schedule: Monday - Friday; 8:00 am - 4:30 pm
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

****All required documentation must be uploaded before the announcement closes, to support eligibility.****

Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• 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.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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.
• 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.
• 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

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: Applicants must have, 1-year of experience equivalent to the GS-6 grade level (leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient or interdisciplinary setting):

Candidates must also demonstrate (all of ) the KSAs below:
1. Ability to provide the full range of administrative and supervisory duties [in a patient support setting,] which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements].
2. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with [internal and external customers] to ensure quality/continuity of care and ensure compliance with established policies and regulations.
3. Ability to provide briefings, orientations, staff development, and [training related to administrative functions in a patient support setting].
4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience: Previous Advanced Medical Support Assistant experience and knowledge of Veteran eligibility.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. VA Handbook 5005/117, Part II, Appendix G45

The full performance level of this vacancy is GS-7.

Physical Requirements: Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities.

****All required documentation must be uploaded before the announcement closes, to support eligibility.****

Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

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.