Clarification from the agency

This job is open to current permanent Department of Veteran Affairs employees----NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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The Advanced MSA can function independently, carrying out a variety of duties. The Advanced MSA has advanced knowledge of scheduling appointments, including interpreting and verifying provider orders in accordance with VHA National scheduling guidelines and facility policies. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no show information; monitoring of reports; preparing for clinical visits; monitoring outpatient appointments for areas of responsibility; receiving phone calls; entering patient contact notes and delivering to proper personnel; verifying and updating demographics and insurance information; and processing all transfers to other VA facilities or private hospitals. Advanced MSAs will perform front desks duties, receive telephone calls, and visitors to the medical facility.

Communication
- Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication.
- Maintains Veteran rights, confidentiality, and individuality.
- Resolves issues at the lowest level and in a timely manner.
- Set limits/boundaries which are clearly defined within the MSA/Veteran relationship.
- Have Advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance.
- Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care.
- Is the main point of contact for all Secure Messages/Message Manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion.

Administrative and Operational
- Is an expert in the department for scheduled and unscheduled visits.
- Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly.
- Prepare reports in various formats and present data to various organizational levels.
- Screens call and determine if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional.
- Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA).
- Enters appropriate information into the Veterans electronic medical record.
- Assures appropriate forms including and documents are presented, sent out, or completed by the Veterans.
- Facilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required information.
- Provides advanced clerical support to the area they are assigned to, this includes support to any staff member.
- Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload.
- Obtains and monitors the use of services, supplies, and equipment for their offices area.
- Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed.
- Receives and responds to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries. The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed.
- Works or may be assigned to the PC ICC Call Center (in support of SC ICC) in times of short staffing or high call volumes.
- Ability to multitask daily (i.e., changing priorities at a moment's notice in high stress situations).
- Coordinates and assists with department services, programs, and outreach events.
- Participates in encounter closeout.
- Basic knowledge of the technical health care process relating to access to care.
- Follows PCMM process for assigning and reassigning Veterans to Primary Care Providers.
- Processes all health care providers' order accurately. When needed seeking clarification.
- Call Center functions include but are not limited to: Answer all PC ICC and SC ICC incoming calls, and assignment of monthly administrative duties


Work Schedule: Monday-Friday 8am-4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): 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.
• 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:

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
Experience: None
Education: High School diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Licensure/Certification/Registration: None.
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.

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.
Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
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 experience equivalent to the GS-5 grade level, which includes, but not limited to:

1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
3. Ability to schedule medical appointments in a clinical setting
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND

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

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.

How you will be evaluated

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

Eligible applications will be reviewed and referred in the following order:
1. Current permanent VA employees of the facility.
2. All other VA employees.

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.