Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This announcement is open to U.S. Citizens Note: 38 U.S.C. 7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement.

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

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

Major Duties as Assigned, but not limited to:
The MSA provides daily administrative inpatient operations; to include admissions, transfers, and discharges in accordance with established procedures and scheduling of outpatient appointments in accordance with the business rules in VHA Directive 1230(3), Outpatient Scheduling Processes and Procedures. The performance of these daily administrative inpatient operations applies to all inpatient units. The MSA has the knowledge, skills, and ability to perform these functions in all Inpatient Care locations, as this position requires rotation to a variety of inpatient settings to perform these duties. Inpatient units include but are not limited to: (Blind Rehab, Community Living Center (CLC), Medical Unit, Surgical Unit, Intensive Care Unit (ICU), PACU, COVID Unit, Domiciliary, Mental Health Units: Acute, Geriatric Psych, and Substance Abuse), and Patient Funds.

The MSA provides comprehensive services for all patient transfers (intra-facility, interfacility, and non-VA facility) to all acute care beds at the CTVHCS. This includes determining basic eligibility for medical care, maintaining an electronic Bed Management System (BMS), determining clinical appropriateness of transfer requests, determining appropriate type and level of service required and arranging transportation when necessary.

The MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload. The MSA established priority of work assignments and adjusts based on the activities of the unit and the service. The MSA provides administrative support to the Charge Nurse, Nurse Manager 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:
a. Acts as a receptionist for the unit, processing incoming and outgoing telephone calls, recording messages, lab results, etc., and taking action when required (i.e., stat or panic values). Directs telephone calls and visitors and communicates information appropriately.
b. In the absence of direct clinical personnel, the MSA will answer call lights and take messages as appropriate.
c. Coordinates nursing home referrals with unit social worker and nursing staff.
d. Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needed medical data, faxing, preparing admission, transfer, and discharge packets, distributing mail to staff and patients, obtaining medical records and x-rays, etc.
e. Initiating and ensuring completion of work orders for the unit.

The MSA follows established procedures for admissions, discharges, and transfers of patients. For discharges the MSA makes outpatient care appointments with the primary care provider and annotates this in CPRS utilizing the MAS: Inpatient Clerk Discharge Note.

The MSA processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible.

The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. Enters movement appointments for patient transport and follows up to ensure patients arrive at the appointment.

Work Schedule: Thursday-Monday (off Tuesday/Wednesday) 3:30pm-midnight; Saturday-Sunday 7:30am - 4:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 0000/Medical Support Assistant
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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 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

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.

• 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.
• 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 Determination: GS-5:
Experience: One year of experience equivalent to the GS-4 grade level scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to 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. Refers all questions regarding medical attention to the appropriate health care team member; OR,

Education: Four years of education above high school.

In addition to the basic requirements, the candidates must demonstrate all of the KSAs below:

• 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.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Preferred Experience:
Customer service/interpersonal skills (Face-to-Face, telephone, written)
One year plus experience working in administrative/clerical setting
One year plus experience in office automation (ability to navigate between various types of office equipment and software)
Organization skills
Multi-tasking skills
Adaptability

References: VA Handbook 5005/117 Part II Appendix G45, August 1, 2019.

The full performance level of this vacancy is GS-05.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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.