Clarification from the agency

This job is open to current, permanent employees of the James A Haley Veterans Hospital and satellite offices and those employed by the Veterans Health Administration.

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This position provides essential medical administrative support to one or more outpatient clinics and serves as an integral member of the outpatient clinic team ensuring the effective day-to-day administrative operation of clinic activities. Key responsibilities include:

• Provides comprehensive administrative, clerical, and scheduling support to outpatient clinics, efficiently managing patient flow and daily operations in accordance with VA policies and scheduling directives.
• Supports patient safety standards by correctly identifying patients during each encounter.
• Validating and updating patient demographic information, either in person during check-in or over the phone.
• Explaining the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Promoting veteran registration for, and utilization of, MyHealtheVet (MHV).
• Ensuring all necessary health and /administrative information is accurately integrated into the Computerized Patient Record System (CPRS).
• Screening and answering phone calls in a courteous and timely manner.
• Participating in team meetings, contributing to problem-solving operational issues and performing necessary administrative follow up actions.
• Notifying medical staff when potentially serious symptoms or complaints are identified, and promptly sharing relevant information obtained from patients or family members to assist with diagnosis, treatment, and referral.
• Receiving and listening to complaints and grievances from patients or their representatives, addressing concerns as appropriate.
• Monitoring patient flow and identifying existing and potential problem areas or delays in patient care delivery
• Advising veterans regarding entitlement, eligibility, or priority for medical benefits and selected non-medical benefits, as well as informing them of relevant changes in laws, regulations, and policies.
• Referring and directing patients to other departments for ancillary tests and services as needed.

Work Schedule: Various shifts available, Monday through Friday, 6:30 am - 3:00 pm, 7:00 am - 3:30 pm, 7:30 am - 4:00 pm, 8:00 am - 4:30 pm, 10:00 am - 6:30 pm
Functional Statement #: 71240F

Conditions of employment

• You must be a U.S. Citizen to apply for this 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 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

BASIC REQUIREMENTS. To qualify for appointment to this position, all applicants must possess the following:

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 38 U.S.C. § 7407(a).
Education: High school diploma, or General Education Development equivalency certificate, or Proficiency certificate from a State or territorial-level Board or Department of Education.
English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
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 4 the full VA qualification standard requirements in effect at the time of re entry to the occupation.

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.

Medical Support Assistant (Advanced), GS-06.

1. Experience. One year of creditable experience equivalent to the next lower grade.
2. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. 8 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 GS 06.

Physical Requirements: The work is primarily sedentary, although some walking, standing, bending, and carrying of light items such as papers, files, or office supplies may be required. The position requires the ability to sit for extended periods, work at a computer, and engage in frequent communication by telephone and in person. Occasional assistance in escorting patients or retrieving records may occur. No special physical demands are required to perform the duties of this position.

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

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.

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.