Clarification from the agency

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

Total Rewards of a Allied Health Professional

Major duties include but are not limited to:

• Participate in daily team meetings to review patient requirements and develop plans for delivering optimal care in appropriate settings.
• Support the healthcare team by identifying solutions within your scope of responsibility to address patient needs and facilitate timely care delivery.
• Coordinate with team members to review clinic utilization, monitor clinic setup, and make necessary adjustments to effectively support patient care.
• Maintain effective communication with patients, interdisciplinary team members, VA medical centers, and external agencies to ensure seamless care coordination.
• Assist with internal and external communications, including secure messaging, notifying patients of lab results, and liaising with non-VA medical facilities.
• Develop and manage tracking systems for follow-up care such as appointments, tests, and consults to ensure continuity of care.
• Participate in team huddles and meetings to manage patient flow, set priorities, and adjust workflow to meet patient and team needs.
• Monitor pre-appointment requirements to ensure patient readiness for visits or procedures (e.g., labs, imaging).
• Manage electronic waitlists by verifying accuracy, resolving issues, and optimizing scheduling processes.
• Educate and collaborate with providers and team members on scheduling protocols, including the use of Electronic Wait Lists (EWL), NEAR List, and MISSION Act timeliness requirements.
• Engage proactively with Veterans through multiple channels such as MyHealtheVet, VetLink, VAOS, recall systems, and in person visits.
• Assist with administrative functions, including data entry and processing in VISTA/VS GUI for admissions, discharges, follow-ups, referrals, and other administrative tasks.
• Other duties as assigned.

Work Schedule: Monday - Friday, 7:30am - 4:00pm
Virtual: This is not a virtual position.
Functional Statement #: 21W72-A
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.
• 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/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

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:

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).

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

Grade Determinations: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

Advanced Medical Support Assistant GS-06

Experience. One year of creditable experience equivalent to the next lower grade.

Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:

• 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
• 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• 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.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• 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.

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).

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

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

How you will be evaluated

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

Area of Consideration- Eligible applications will be reviewed and referred in the following order:

1. Current permanent VA employees of the facility
2. All other VA employees
3. All other applicants

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.