Clarification from the agency

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.

Videos

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

• Demonstrates clinic management skills by independently setting priorities, meeting deadlines, and collaborating with staff to resolve problems.
• Makes appointments for new and follow-up clinic visits for patients belonging to one or more providers in accordance with VHA Outpatient Scheduling Processes and Procedures.
• Ensures patients are educated on and offered VVC and telephone appointments appropriately.
• Collaborates with the Program Manager and clinical staff to review clinic utilization by using various reports (e.g., PM&RS Pending Consult List, RTC, PCMM), to ensure that the clinic setup is closely monitored, and makes adjustments as necessary to support the needs of the clinics.
• Ensures check in/out of patients through the Appointment Management software program system.
• 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 or clinician's intervention.
• Completes assignments promptly 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. Patients are eligible Veterans and TRICARE beneficiaries.
• Demonstrates knowledge of the VA's strategic priorities, foundational services and Butler VA Health Care's own strategic initiatives and the role of rehabilitation and prosthetics in supporting these objectives.
• Understands, 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, but not limited to, Microsoft Office, Computerized Patient Record System (CPRS) and Veterans Health Information Systems, Technology Architecture (VISTA) menus to support the organization. Independently uses a variety of computer software packages and menus relating to inputting, accessing, processing, interpreting and presenting data. Responsible for facilitating accurate workload credit including ICD-10, CPT Codes and identifying incomplete provider encounters.
• Employs skills needed to operate other office equipment such as multi-function devices (MFDs), 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/refer patients, maintain and update records, and provide clerical support including the use of telephones, email, instant messaging and other forms of communication.
• Establishes effective interaction and tactful communication with patients, families and members of the health care team.
• Participates in meetings for patient care and staffing; completes training; assists with administrative tasks such as timekeeping, inventory, purchasing, organizing supplies and maintaining records.
• Sets priorities and organizes work independently to meet deadlines while ensuring compliance with established processes, policies and procedures.
• Complies with regulatory requirements including The Joint Commission, Office of Inspector General, Occupational Health and Safety Administration, and other VISN and VA Central Office stakeholders. Supports existing safety, emergency preparedness, Green Environmental Management System (GEMS), security and infection prevention policies. Complies with existing HIPAA, PII and other relevant information security requirements.
• Ensures 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.
• Recognizes and responds to emergencies, maintains BLS certification, follows safety protocols, and promptly reports workplace injuries or illnesses to supervisor.
• Serves as a preceptor for new MSA staff in various service lines as needed. Develops and updates resource materials for MSA training and reference.
• 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 and/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.
• Serves as a subject matter expert and role model related to MSA function and duties.
• Other duties as assigned.

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.

• 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.

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:

a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38U.S.C. § 7407(a).

b. Experience. None.

c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

d. Licensure/Certification/Registration. None.

e. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the
qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and
registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the
qualifications applicable to the position at the time they were appointed, the following provisions apply:

(1) 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.
(2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

NOTE: This provision is not intended to regularize appointments/placements.

f. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S.
program by a private organization specializing in the interpretation of foreign educational credentials.

g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).


Grade Determinations: Medical Support Assistant (Advanced) GS-6

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

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

(a) 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.

(b) 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.

(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

(d) 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.

(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

(f) Ability to communicate tactfully and effectively, electronically, by phone, in 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.

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

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

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