Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The MSA meets the needs of all customers while supporting the Health Care System and Service missions. Consistently communicates and treats internal and external customers (patients, visitors, volunteers, and all Health Care System staff) in a courteous, tactful, and respectful manner. The Advanced MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area, or rotate in any MSA area.

Duties include but are not limited to:

• Coordination and scheduling of Veteran medical appointments, greeting patients, and managing phone and mail communications.
• Collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services.
• Active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran.
• Screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and clinic for processes.
• Communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers.
• Pulls reports from electronic health records and scheduling software systems to manage encounters, return to clinic orders, recall reminders, open slot management tools, and consults requiring initial or follow up scheduling actions.
• Support clinic access contingency plans by adjusting appointment times, locations, or dates as needed as well as shift appointments to other providers during staffing or coverage needs.
• Prepares various written correspondences for Veterans, including appointment notifications, normal lab result notices, and pre-appointment instructions.
• Reviews Veterans' eligibility for health services and updating third-party insurance information within the Insurance Capture Benefit (ICB) system

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

Total Rewards of a Allied Health Professional

Work Schedule: 8:00am-4:30pm
Compressed/Flexible:
Pay: Competitive salary and regular salary increases
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)
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
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 Eligible
Virtual: This is not a virtual position.

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

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.
• English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

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: GS-6

Experience and Education: A high school diploma with desire for some post high school education or equivalent experience.

Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Specialized Experience: In addition to the basic requirements, to qualify for the GS-6 grade level requires a minimum of one (1) full year of specialized experience equivalent to the GS-5 grade level. This experience may include but is not limited to; independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The AMSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
In addition, you must have experience which demonstrates the following knowledge, skills and abilities:

1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005/53 Part II, Appendix G45 The full performance level of this vacancy is GS-6.The full performance level of this vacancy is GS-6.


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

The full performance level of this vacancy is GS 6.

Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting boxes or records.

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.