Clarification from the agency

This position is open to current, permanent VA employees, current, permanent federal employees, and all eligible U.S. Citizens. Areas of Consideration clarification listed in the Additional Information section below. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Videos

VA Healthcare System Serving Ohio, Indiana, and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Major Duties:

- Ensure efficient daily operations of Primary Care clinics under the supervision of designated leadership
- Plan, direct, and monitor AMSA work activities, assignments, workflow, and coverage
- Provide guidance on policies, procedures, workload distribution, and performance input
- Create and maintain employee schedules; provide orientation and on-the-job training
- Identify training needs, ensure completion of required education, and develop SOPs
- Manage clinic access by adjusting appointments, grids, and provider availability during staffing changes
- Oversee consult management, workload reporting, PCMM assignments, EOC issues, and related clinic operations
- Extract, analyze, and prepare data and reports to support audits and performance measures
- Collaborate within interdisciplinary models (e.g., PACT, Specialty) to support patient care coordination
- Ensure accurate, timely appointment scheduling in accordance with VHA Scheduling Directives
- Validate and update patient demographics and insurance information; support revenue collection processes
- Promote MHV enrollment and ensure high-quality front-line customer service
- Provide tactful, compassionate assistance to Veterans and families during in-person and phone interactions
- Ensure proper handling and integration of health/administrative documents into CPRS
- Screen and respond to phone calls using appropriate privacy practices
- Conduct daily review of consults, Electronic Wait List, Recall List, Actions Required, and related reports
- Participate in teamlet huddles and team meetings; rotate attendance among AMSA staff
- Set priorities, deadlines, and adjust workflow independently to meet patient and team needs
- Provide coverage for AMSA positions across PACT Teams, main campus, New Veteran Services, and CBOCs as needed
- Perform scheduling, consult disposition, no-show processing, insurance capture, recalls, and other administrative tasks when covering teams
- Serve as a timekeeper when assigned
- Perform additional duties necessary to support daily clinic operations and overall service function

Work Schedule: Monday - Friday, 7:00am to 3:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 91689-A
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.
• 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 evaluation.
• 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.
• Must be proficient in the English language.
• Experience/Education:
  • Experience. No experience required.
  • *Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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:
To qualify for the GS-07 level, you must have one year of experience equivalent to the GS-6 grade level. Experience at the GS-6 includes but is not limited to: processes incoming patient secure messaging and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients.

Candidates must also demonstrate all of the knowledge, skills, and abilities below:
(a) 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.
(b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
(c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
(d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
(e) Ability to provide staff development and training.
(f) 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.

Preferred Experience: N/A

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. The actual grade at which an applicant may be selected for this vacancy is GS-7.

Physical Requirements: The work is primarily sedentary. The incumbent is required to sit for various lengths or time as well as some bending, walking, and lifting. Must be able to operate a computer terminal and be able to manage multiple activities.

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

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.