Clarification from the agency

This announcement is open to current permanent employees of the Department of Veterans Affairs and and employees of the facility VA North Texas Health Care System (VANTHCS) only. NOTE: The 2-page Resume requirement does not apply to this position.

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

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Duties include, but not limited to:

• Monitors, request, scan, and updates patient insurance information via insurance buffer software (ICB-NTX-live) and/or the Preregistration program. Verifies, updates, and confirms current demographic from Kiosk in Vetlink, and use of Veteran Scheduling Enhancement(VSE)and/or Veterans Health and Technology Architecture (VistA) software packages along with Knowledge of preregistration menu when patient's check-in for their scheduled or unscheduled appointments.
• Verifies eligibility/entitlement for benefits of all applicants using various methods including income assessments (1010EZ), military discharge documents (OD214), and other means such as communication with VARO, VBMS or VA Records Processing Center.
• Posses the knowledge and understanding of the guidelines associated with the Electronic Wait List (EWL).
• Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, reschedules follow-up and/or consult appointments.
• Performs basic eligibility and copays determinations and preauthorization actions. Processes emergency and non-emergency transfers to other VA facilities or private hospitals.
• Monitors and schedules appointments from clinical consult request within the guidelines of VHA Scheduling Directive. Monitors the Medical School's provider schedule and confirms clinic coverage.
• Utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and make adjustments as necessary.
• Receives, relays and/or answers incoming and outgoing telephone and electronic messages. Answers questions such as those dealing with the patient's eligibility for services, availability of appointments, Primary responsibility for interviewing combat returnees, who are applying for medical benefits.
• Applications may be received in person, by telephone, electronic mail, from another VA Healthcare facility, or DOD entity (such as Military Treatment Facility (MTF) or Military Liaison/Case Manager).
• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates finding to providers; as needed; assists the team to rein force the plan of care and self-help solutions.
• Resolves informal complaints and responds to request for non-technical information on such issues as status of reports, orders, and consults, along with instruction on completion of medical forms, suspense dates, hours of operation, clinic locations and services provided.
• Responsible for developing and maintaining positive working relationships with clinical and administrative staff throughout the system.
• Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community.

Work Schedule: Monday - Friday, 8:00am - 4:30pm
Telework: Available (Ad-hoc)
Virtual: This is not a virtual position.
Functional Statement #: 56752-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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.
• 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 38 U.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).
• 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.

Certification: None required.

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:

• 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.
• 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 re entry to the occupation.

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

Experience. One year of experience equivalent to the GS-5 grade level. Assignments at this level include, but are not limited to:

• Scheduling, canceling, re-scheduling patient appointments and/or consults;
• Entering no-show information; monitoring appointment requests from multiple electronic sources;
• Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility;
• Verifying and updating demographics and insurance information when patients check-in for appointments.
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

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

• 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.

Preferred Experience:

• Knowledge of the eligibility criteria and process.
• Knowledge of the Enrollment process.
• Knowledge of the scheduling process.
• Knowledge of the Electronic Waitlist guidelines.
• Experience in providing customer service telephonically and in-person.

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-6.

Physical Requirements: The work will be performed in an office/hospital setting with no unique discomforts. Lifting to 25Ibs; No Lifting (over 25Ibs); sitting (6 hours); walking (4 hours); reaching above shoulders (2 hours); simple grasping (use of fingers; both hands required, 7 hours); standing (1 hour); repeated bending (3 hours); twisting (3 hours); pulling/pushing (over 25Ibs); fine manipulation (includes keyboarding 7 hours).

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

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.