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.

Videos

The incumbent will be assigned work and receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of Advanced Medical Support Assistant, Health and Travel Benefits. This includes not only entering data and information but also reviewing reports, records and statistical computations for accuracy and propriety. The incumbent must review the Incomplete Encounter management Module report in order to clean up any discrepancies in administrative data that would prevent the transmission of encounters. Reviews, verifies, and analyzes data submitted for consistency with financial and program objectives, and adherence to VA directives.

1) Incumbent must enter all information into the data base for determination of eligibility status for healthcare:

• Patient Demographic Data
• Patient Data
• Emergency Contact Data
• Employment Data
• Insurance Data
• Military Service Data
• Eligibility Status Data
• Family Demographic Data and Income Screening Data
• Ineligible/Missing Data
• Eligibility Verification Data

2) Incumbent will also ensure that all new veterans to the system are registered within 7 days of receipt of their application. New eligible applicants will be given the appropriate new patient appointment and receive proper notification either by letter or postcard.

3) The incumbent is expected to provide exceptional customer service by exceeding the customer's expectations.

4) Accurately generate patient data cards for veterans applying for care using the Veterans Health Identification Card system.

• Benefit Travel Program - process Beneficiary Travel Claim requests, arrange modes of transportation (example; ambulance, commercial air, taxi, ambulance), makes special arrangements per physician documentation according to travelers medical condition.
• Patient Funds - Responsible for verification of patient funds for appropriate and accurate deposit and withdrawal of funds in accordance with VHA policies, removal of patient funds from the safe which were acquired during off duty hours and assuring funds of deceased veterans are disposed of properly and timely.
• General Duties - Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgement and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and care in the community resources. Coordinates with the patient care team to review clinic appointment availability to ensure the clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. Maintain effective and efficient communication with the patients.
  • Employees must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medicak terminology and abbreviations.
  • Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification.
  • Responsible for accurate new patient appointment management.
  • Explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
  • As front-line contact with patients and other staff the incumber sets the tone for perception concerning quality of healthcare services at the VA.
  • Assist and train new staff.
  • Must have a solid knowledge of multiple electronic systems and current computer technology regarding applications, Vista application, CPRS, Microsoft Office Suite applications.

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

Work Schedule: 7:00 am - 3:30 pm, 7:30 am - 4 pm: Monday - Friday
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #:26563
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): 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 AssistantGS-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.

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.