Clarification from the agency

Open to Current permanent Facility and Federal employees. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. CRITICAL Shortage LIST OIG: 38 U.S.C. 7412- Clarification text continued in qualifications section below.

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The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, C&P, Call Center, and CBOC's). Incumbent is responsible for the daily oversight of the area in which they are assigned, providing direct guidance and leadership to the staff assigned to their areas. Incumbent is responsible for:

• Defining overall objectives, priorities, and deadlines
• Assisting with unusual situations that do not have clear precedents resolving complex problems to ensure patient services are met.
• Provide guidance to junior MSA's on scheduling, knowledge of computerized data entry and information processing systems.
• Will ensure the database integrity by monitoring for accuracy and completeness.
• Extracting and analyzing data in order to provide reports in support of performance measures to leads, supervisor, and senior management.
• Assists with staff training and orientation.
• Knowledge of standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement.
• Primary administrative and professional responsibility for planning and directing the activities for the area assigned.
• Responsible for adhering to VHA directives, laws, and regulations that apply.

The Advanced Medical Support Assistant provides specialized and expert administrative support in an interdisciplinary coordinated care delivery model. The work requires independent administrative judgment, advanced knowledge of clinical flow processes, and the ability to coordinate services across multiple clinics, specialties, and care settings to ensure timely access to care.

The Advanced Medical Support Assistant performs a full range of complex scheduling duties including:

• Reviewing and processing consults
• Scheduling new and follow up appointments
• Managing recall reminders and return to clinic orders
• Working the New Enrollee Appointment Request online
• Manages pre-appointment requirements, no shows, cancellations, and rescheduled appointments
• Provides communication with the Veterans and caregivers
• Participate in daily team huddles
• Answer incoming calls
• Resolving administrative inquiries
• Utilizes multiple VA systems and platforms (e.g., VISTA/CPRS, consulting and scheduling modules, recall/reminder systems, secure messaging, telephone management systems, and more.
• Assignments involve a high degree of complexity requiring independent prioritzation, problem solving and decision making.

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


Work Schedule: Various Shifts (Will be discussed during interview.)
Compressed/Flexible: Not Authorized
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 26484F
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.
• 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.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial level Board or Department of Education.
• Certification: None required.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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: Advanced Medical Support Assistant

GS-6 Grade Level: Experience: One year of experience equivalent to the [GS-5] grade level.

• Experience is defined as experience that includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.)

AND

Candidates must also be able to demonstrate all of the following Knowledge, Skills, and Abilities (KSAS) for the GS-0679-6 level to qualify for this position:

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 Handbook 5005/117, Part II, Appendix G45 Dated: August 1, 2019.The full performance level of this vacancy is GS-6.

Physical Requirements: VA Directive and Handbook 5019.Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.

Work Environment: Work is performed primarily in a patient care setting; adequately lighted, temperature controlled, and ventilated. Office temperatures fluctuate periodically; involves everyday risks or discomforts which require normal safety precautions typical of such places as clinics, offices, meeting and training rooms or libraries; exposure to noise and dust on occasion.

Emotional and Mental Stability: The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs

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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Area of Consideration will be:

• 1st Area of Consideration - Current Facility and CBOC employees;
• 2nd Area of Consideration - VA Nationwide applicants;
• 3rd - All Others

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.