Clarification from the agency

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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The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. POD Teams) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. You must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Advanced MSA may be required to serve on more than one team.

Explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. You collect, scan, and update health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealthe-Vet (MHV). The Advanced MSA may also be required to train other MSA levels on the Insurance Capture Buffer (ICB) process.

When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents for scanning. The Advanced MSA will also perform the scanning duties and may be asked to train other MSA levels on the process.
You must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.
You must be able to interpret and communicate requirements of YHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:
a. Schedule appointments and utilize the Electronic Waiting List accurately in a
timely manner. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
c. Daily review of active/pending consults, Electronic Wait List, Recall list and Audio care communications for accuracy and disposition.
The Advanced MSA fully participates in the daily team meetings where patient care planning and management occur. Provides input in problem solving on operational issues or procedures.
The Advanced MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet clinic and patient needs.
CUSTOMERSERVICE:
Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers in a courteous, tactful, and respectful manner.
Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized.
Permanent Change of Station (Relocation Assistance): Not Authorized.
Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 10623F
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

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.
• 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.

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).

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

Grade Determinations: 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:
(a) 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.
(b) 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.
(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
(d) 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.
(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
(f) 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.

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-05. The actual grade at which an applicant may be selected for this vacancy is in the GS-06.

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

Responsibilities include coordinating and scheduling telehealth appointments, managing consults and referrals, monitoring appointment requests, maintaining accurate patient records, and ensuring appropriate documentation in the Computerized Patient Record System (CPRS). The MSA supports the delivery of virtual mental health services by coordinating appointments through VA Video Connect (VVC), ISS and other approved telehealth platforms, assisting Veterans with appointment-related questions, and providing guidance on accessing virtual appointments.

The incumbent monitors consult activity, appointment cancellations, no-shows, and follow-up requirements to promote continuity of care and compliance with established VA policies, procedures, and scheduling directives.

The MSA collaborates closely with providers, clinical staff, other administrative personnel, and telehealth support teams to resolve scheduling barriers, address patient concerns, and ensure efficient clinic operations.

The position requires strong organizational, communication, customer service, and time-management skills, along with the ability to manage competing priorities in a fast-paced healthcare environment while maintaining confidentiality and delivering Veteran-centered service.

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.