Clarification from the agency

This announcement is open to all US Citizens. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo
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Major Duties include but are not limited to:

• Independently processes and orients patients upon admission to assist with their adaptation to residential community living
• File medical records and administrative documents
• Schedule ancillary service appointments
• Patient authorized absences are processed according to program procedures
• Patient behaviors and incidents are documented in the appropriately
• Independently completes the electronic "Incident Reporting" document in VISTA
• Ordering and canceling of patient meals
• Following age specific criteria, employee verbally interacts with others in a tone and at a speed that is understandable, clear, pleasant and respectful and adjusts voice/conversational level accordingly
• Processes patient admissions/discharges/transfers, electronically enters diet orders, organizes medical chart assembly and removal of doctor's orders from the medical record, makes appointments, coordinates consults, and referrals
• Observes the use of program facilities and furnishings for appropriate and scheduled usage
• Performs patient dining room duties of food cart management, tray distribution and cleanup
• Complete patient activity and bed census audio-taped summaries and reports
• Program unit security measures are maintained as outlined in program management guides
• Employee is able to verbalize appropriate problem solving methods and intervention techniques necessary for the diffusion of potentially volatile situations.
• Accurately initiate a "Missing, Incapacitated Resident/Patient Reaction" incident report.
• Completes proper procedures for conducting and recording daily positive and negative controls, per the Ancillary Testing Manual, prior to completing screening procedures
• Proper technical and infection control practices, in accordance with the Ancillary Testing Manual criteria, for securing and maintaining the integrity of the urine specimen, performing screening procedures and preparing the necessary documents for submission of the specimen for confirmation testing
• Screening results are properly recorded in the program logbook and entered into the VISTA lab menu
• Clearly and concisely communicate both orally and in writing
• Demonstrate patience, tact, perseverance, and self-control in dealing with patients, families, and other medical center personnel
• Capable of handling difficult patients in situations by employing intervention techniques
• Patient records and program documents are responsibly managed and reasonable security provisions are maintained to minimize unauthorized access
• Answer telephone calls appropriately
• Assists co-workers as needed
• Address customers respectfully while maintaining a manner of confidentiality
• Expected to be knowledgeable of VA Central Office policy, JCAHO, CARF and OIG requirements as they related to the DRRTP
• Utilize great flexibility and responsiveness in functioning in a variety of roles
• Exercise a high degree of originality and resourcefulness in his/her guidance and assistance with directing treatment activities to the treatment teams within the DRRTP
• Possess a well-rounded knowledge of the variety of therapeutic and rehabilitative services and experiences available and give particular attention to the individual background, strengths, needs, abilities and preferences of the physically or psychologically handicapped Veterans, and subsequently provide effective information to the treatment team in the selection of the best possible activities available to meet that individual's daily living and/or planned rehabilitation program needs
• Consults with the DRRTP Chief on all significant programmatic and administrative issues, operations and problems.

Work Schedule: 12:00am - 8:00am Rotating Schedule
Compressed/Flexible:Not Available.
Telework: This position is not eligible for telework.
Virtual: This is not a virtual position.
Functional Statement #:000000
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.
• 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).
• 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 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

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
  • 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.
• 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.

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, GS-5:

In addition to the basic requirements, you must meet the grade requirement

• Experience: One year of experience equivalent to the GS-4 grade level. Experience at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. OR,
• Education: Four years of education above high school; AND,

Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

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

References: VA Qualifications Standards - Office of the Chief Human Capital Officer (OCHCO)

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service

Resume Reminder: Your resume must include the following for each job listed: 1) Job title and grade level/salary. In order to show that you meet the experience requirements, you must document grades you have held and how long you have held them; 2) Duties, examples for each work experience, examples of relevant experiences and accomplishments that prove you can perform the tasks at the level required for the job as stated. You must include enough detailed information to support your specialized experience; 3) Month, day and year start/end dates (e.g. 04/02/2019 to 04/13/2020); 4) Hours worked per week for all jobs listed. 5) Full Name and address of Employer 6) Name of Supervisor or Contact name 7) Complete phone number of Supervisor/Contact. To credit experience, you must provide demonstrated experience. Reiterated knowledge skills and abilities will not be qualifying. Narrative responses to explain tasks completed, accomplishments made, and/or specific instances where the skillset has been applied in work are recommended in the assessment questionnaire.

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.