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
Total Rewards of a Allied Health Professional

Major Duties include but are not limited to:

• Demonstrates advanced knowledge and skills related to clinic management including independently utilizing reference materials, decision making, establishing priorities, keeping deadlines and collaborating with staff members/stakeholders to resolve problems
• Makes appointments for new and follow up clinic visits for patients belonging to one or more providers
• Ensures patients are educated on and offered VVC and telephone appointments when appropriate
• Collaborates with the Program Manager/clinical staff to review clinic utilization by using various reports, to ensure that the clinic setup is closely monitored, and makes adjustments to support the needs of the clinics
• Ensures check in/out of patients through the Appointment Management program system
• Actively improves patient flow in the clinic which includes receiving patients, family members, and guests, and processes walk-in patients
• Resolves problems independently, to the extent possible without manager's intervention
• Promptly completes assignments for a variety of patients in a timely manner, demonstrating initiative and independence
• Determines eligibility and entitlement to VA medical benefits. Processes TRICARE patients as necessary
• Demonstrates knowledge of the VA's strategic priorities, foundational services and Butler VA Health Care's own strategic initiatives. Demonstrates ability to understand, implement and explain services, policies, procedures and regulations to applicants, employees, volunteers and other internal and external customers
• Employs advanced skills using various computer platforms including, Microsoft Office, Computerized Patient Record System and Veterans Health Information Systems, Technology Architecture (VISTA) menus. Independently uses a variety of computer software packages and menus relating to inputting, accessing, processing, interpreting/presenting data. Assist/trains co-workers in the use of these platforms and processes
• Employs skills needed to operate other office equipment such as multi-function devices, printers, copiers, scanners and fax machines. Demonstrates the knowledge and skills to properly format written and electronic materials including spelling, grammar and punctuation
• Follows standard operating procedures to receive and refer patients, maintain and update records, and to provide clerical support including the use of telephones, email, instant messaging and other forms of virtual communication. Communicates tactfully and effectively via all methods of communication. Establishes effective interaction and communication with patients, families and members of the health care team
• Participates in huddles and other meetings to support mission requirements related to patient care planning and staffing needs. Completes training requirements. Assists with a variety of administrative and environment of care needs including timekeeping, inventorying, purchasing, ordering, stocking and organizing supplies, contributing to work-space cleanliness, medical records quality control and/or other duties as assigned
• Sets priorities and organizes work independently to meet deadlines while ensuring compliance with established processes, policies and procedures
• Supports existing safety, emergency preparedness, Green Environmental Management System, security and infection prevention policies. Complies with existing HIPAA, PII and other relevant information security requirements
• Independently ensures that the work environment is safe, organized, restocked and that equipment is functional. Communicates problems/concerns to supervisor as necessary
• Practices universal precautions at all times and infection control standards, regulations, and practices
• Demonstrates knowledge, skill, and ability to recognize and respond appropriately to emergency situations. Maintains current BLS certification. Provides patient care in a manner which ensures safety of patients, visitors, staff, and self. Adheres to safety standards, regulations, and practices
• Serves as a preceptor for new MSA staff in various service lines as needed. Develops and updates resource materials for MSA training
• Provides scheduling and other support services to supervisors to assist with staffing coverage needs and plans including resource sharing to meet Butler VA's mission requirements other Service Lines as needed
• Performs as member of local, VISN, and/or national VA committees or work groups to provide input concerning the function and contribution of MSAs. Includes data collection, documentation processes, and paper, electronic and virtual reports and presentations

Work Schedule: 8:00am - 4:30pm, Monday - Friday
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: Not Available
Virtual: This is not a virtual position
Functional Statement #: 529-03448-F

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.
• 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.
• 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. High School Diploma with desire for some post high school education or equivalent; 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. Must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Certification. None required

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.

Grade Determinations: GS-6
In addition to the basic requirements, you must meet the specialized experience for the grade. Advanced Medical Support Assistant, GS-6

• Experience. One year of experience equivalent to the GS-5 grade level. Experience includes, but is not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; 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; 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.). AND
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  1. 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.
  2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  3. 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.
  4. 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.
  5. 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.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

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

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

The full performance level of this vacancy is GS-6.

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 (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. 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).

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.