Clarification from the agency

This Job Announcement is open to Asheville VA employees only. If you are not a current VA employee, please do not apply. SF-50 is required for eligibility. Current/ employees- to support your application, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Videos

The duties include, but are not limited to:

• The Lead MSA monitors and makes work assignments for lower graded positions, provides input on performance, resolve daily workplace issues and maintains efficient workflow.
• Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, orientating and providing on the job training for new and current employees, and an active liaison between staff and Supervisory MSA in order to resolve any day to day conflicts.
• The Lead MSA coaches and mentors' employees on all aspects of the functions of the position.
• Serves as subject matter expert and support the management information components of all care in the community related programs.
• The incumbent will be assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA.
• Incumbent works collaboratively in an interdisciplinary coordinated care delivery model within Care in the Community.
• The incumbent assists Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider.
• Incumbent performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, and/or NIC (Non-Institutionalized Care) program services.
• Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations.
• Incumbent creates and issues authorizations for approved care, assists with vendor location when needed, and resolves barriers to obtain care in the community to avoid patient care delay.
• Incumbent coordinates with the VA Community Care team to review consult utilization by using various reports and communication methods to effectively support the needs of the team.
• Incumbent coordinates sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service.
• The incumbent is responsible for ensuring the proper disposition of VA Community Care consults assigned by making comments as appropriate and placing the consultation in the proper status.

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


Work Schedule: 8:00am-4:30pm
Telework: Ad-hoc
Virtual: This is not a virtual position.
Functional Statement #: 000000

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• 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 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 2-year 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:

One year of education above high school OR Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Equivalent combination of experience and education to qualify 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.

Grade Determinations
GS-7
Experience. One year of experience equivalent to the [GS-6] grade level. Some specialized experience of GS-6 are as follows, but not limited too:
Responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
i. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
v. Ability to provide staff development and training.
[vi.] Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics


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).


Preferred Experience:

• The Lead MSA coaches and mentors' employees on all aspects of the functions of the position
• Serves as subject matter expert and support the management information components of all care in the community related programs.
• Works collaboratively in an interdisciplinary coordinated care delivery model within Care in the Community.
• Assists Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider.
• Performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, and/or NIC (Non-Institutionalized Care) program services.
• Must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations.
• Creates and issues authorizations for approved care, assists with vendor location when needed, and resolves barriers to obtain care in
  the community to avoid patient care delay. Incumbent coordinates with the VA Community Care team to review consult utilization by using various reports and communication methods to effectively support the needs of the team.
  Incumbent coordinates sending, receiving, and routing medical records from community vendors as
  needed by verifying services utilized by specialty and date of service.
  The incumbent is responsible for ensuring the proper disposition of VA Community Care consults
  assigned by making comments as appropriate and placing the consultation in the proper status.
  The incumbent is responsible for accurate appointment management and the coordination of all
  administrative information between the community care vendor and the Veteran. This includes
  scheduling appointments, data entry, administratively managing consultation requests and the
  electronic waiting list

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-7.

Physical Requirements: See VA Directive and Handbook 5019.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

What am I required to have in my resume?

• Contact Information-your name and the best way to contact you.
• Relevant work experience-include the employer's name, job title, start and end dates (month/year), the number of hours worked per week and describe how you meet the required qualifications of the job. Federal jobs should include series and grade.
• Education, certifications or licensures-If the job announcement requires any education, certifications or licensures, include the required information. If required, include school or institution name, completion date, degree type and GPA.

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.