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 job announcement is open to the Public and current Veteran Health Administrative (VHA) Employees.

Videos

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

Total Rewards of a Allied Health Professional

Duties include but are not limited to:

• Works collaboratively in an interdisciplinary coordinated care delivery environment (i.e., patient aligned care team, or other special care).
• Operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
• Schedule appointments in a clinical setting.
• Identify customer's concerns, performs the tasks required to resolve the issue accurately and timely, and follows as necessary to ensure a satisfactory resolution.
• Serve as the first line representative, primary contact and resource person for individuals requesting information, furnishing them with desired information or directing them to the appropriate resource.
• Identify and troubleshoot scheduling and staffing problems in the Mental Health clinic in PAD and perform analysis for performance improvement efforts in wait-times, clinic flow and no-shows.
• Acts as a liaison between doctors, nurses and house staff and is responsible for identifying and resolving problem areas between different services.
• Kept track of telephone calls and messages to the front desk phone.
• Assemble all patient charts and ensure all critical information is listed and then maintains the charts daily.
• Responsible for protecting data from unauthorized release or from loss, alteration, or unauthorized deletion and for applicable regulations and instructions regarding access to computerized files release of access codes, etc.
• Obtains and reviews medical information of patients prior to scheduled appointments, such as clinic reminders due, customer service and clinical surveys, and ensures the patient completes all the necessary forms prior to being seen by the provider.
• Assures proper completion and filing of original medical documentation and forms in the records prior to forwarding to medical records room.
• Provides file and document management.
• Maintains all patient's records, either electronic or paper, according to regulations ensuring each entry contains proper patient and health care proper identification.
• Perform duties as a timekeeper and will provide administrative assistance with Engineering work orders and non-ADPAC related computer work orders.
• Scheduling, canceling, and re-scheduling patient appointments by managing appointment requests (including but not limited to Return-to-Clinic Orders (RTC), Recall Reminders, Veteran's Appointment Requests (VAR), Consults, and Patient initiated requests in accordance with scheduling business rules as outlined in VHA Directive 1230, Outpatient Scheduling Management, utilizing scheduling programs as mandated by your supervisor,
• Mailing of appointment letters and procedure instruction sheets.
• Coordinate the scheduling/rescheduling of consults or forwarding of consults to community care using the various scheduling systems and tools.
• Checking patients in/out for their appointments; validating and updating each appointment the patient's demographics, e.g., address and contact information in accordance with department business rules.
• Responsible for capturing non-VA health insurance utilizing the Insurance Capture Buffer software.

Other related duties may be assigned.

Work Schedule: Monday-Friday, 7:30am-4:00pm PST
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
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 Available
Virtual: This is not a virtual position.
Functional Statement #: 08568
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 identification 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

Advanced Medical Support Assistant, GS-6

Experience. One year of experience equivalent to the GS-5 grade level.

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, an 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.

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

Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates.

Preferred Experience: Possess excellent customer service skills, organizational skills, and time management skills. Experience interacting with internal and external customers to achieve desired outcomes. Experience with scheduling, cancelling or rescheduling appointments in accordance with VHA national scheduling guidelines. Experience with obtaining medical information from patients, documenting information accurately in the appropriate system and communicating accurately and timely to the appropriate clinician or team as needed.

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: Typically, the Advanced Medical Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

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.