Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. Open to full time, permanent Hershel "Woody" Williams VAMC employees only.

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VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Total Rewards of a Allied Health Professional

Duties include but are not limited to:

• The lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the team-based model is used such as oncology, eye clinic, SCI, Military Sexual Trauma, etc. in addition to inpatient and emergency department services) and performs all related duties, such as customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA staff for one or more outpatient clinics. He/she must assist with contingency plans for access to care 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 Lead MSA coordinates with his/her patient care teams to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). The Lead MSA Incumbent is able to explain the VA's mandate and importance of the collection of insurance information to Veterans, their families, other eligible patients and the clinical staff. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. Promotes Veteran registration for and utilization of My HealtheVet (MHV). The Lead MSA may is required to train and monitor the training progress of other MSA levels on correct clinic operations. S/he may serve as preceptor to developmental level MSAs.
• The Lead MSA coordinates all administrative aspects of the Compensation & Pension Program, Enrollment & Eligibility, and Emergency Department, Inpatient/Ward services and associated functions of the Patient Administration Section. Assures AMSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. The incumbent assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third- party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV).
• Assures front line staff sets the proper tone for perception concerning quality of healthcare services at the VA, by using a high degree of tact and diplomacy when dealing with Veterans, families, and other eligible patients. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone.
• Must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
  • a) Schedule appointments and utilize electronic waitlist accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
  • b) Notifies his/her supervisor when clinic access is less than desirable or is an individual patient cannot be scheduled within the mandated clinic time frames.
  • c) Daily review of active/pending consults, electronic waitlist, recall list and VistA alerts for accuracy and disposition.
  • d) Daily review of Encounter "Action Required" Report, notify providers of all encounters needing to be completed. All encounters must be completed within 7 days of the visit.

Work Schedule: Monday - Friday; 8:00am - 4:30pm
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not authorized
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)
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.
Functional Statement #: 000000
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• RESUME REQUIREMENTS - Your resume MUST include the following information:
  • Job Title (for each position)
  • Description of duties (be as detailed as possible)
  • Month and year start/end dates (e.g. June 2018 to April 2020) of employment
  • Full-time or part-time status (include average hours worked per week)
• 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.

Certification. None required.

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).

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.

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.

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.

Grade Determinations: GS-07: To qualify at this grade level, you must meet the following;

Experience: One year of experience equivalent to the GS-6 grade level.

Examples of specialized experience include but are not limited to: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode, work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources, recommends changes to existing clinic procedures based on current administrative guidelines, expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model, coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments necessary.

Knowledge, Skills and Abilities GS-07: In addition, the candidate must demonstrate all of the following Knowledge, Skills and, Abilities (KSAs) on their Resume:

• 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.]
• [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• 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].
• 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.
• 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience: Experience in eligibility.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is a GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07.

Physical Requirements: VA Directive and Handbook 5019 Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Area of Consideration

1. Current permanent Hershel "Woody" Williams VA Medical Center employees ONLY.

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.