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Advanced Medical Support Assistant

Department of Veterans Affairs
Veterans Health Administration
Veterans Health Administration
This job announcement has closed

Summary

The VA Northeast Ohio Healthcare System is recruiting for an Advanced Medical Support Assistant. The Advanced Medical Support Assistant will function at the Akron VA Clinic within Community Outpatient Service.

Overview

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Hiring complete
Open & closing dates
06/12/2025 to 06/23/2025
Salary
$46,945 to - $61,026 per year
Pay scale & grade
GS 6
Location
1 vacancy in the following location:
Akron, OH
1 vacancy
Remote job
No
Telework eligible
Yes—as determined by the agency policy.
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Competitive
Promotion potential
None
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBSR-12747772-25-JA
Control number
838711600

This job is open to

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Clarification from the agency

Area of Consideration - Facilty 541 employees only: Current, permanent VA Northeast Ohio Healthcare System employees (this includes Outpatient Clinics, permanent employees of the Veteran Canteen Service assigned to this facility, Office of Information & Technology employees assigned to this facility, and Virtual CBOPC bargaining unit employees under station 741 located at the Cleveland VAMC.

Videos

Duties

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

Duties:

  • Schedules patient appointments
  • Coordinates with the patient care team to review the clinic utilization by using various reports;
  • Maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies;
  • Communicates with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of appointments;
  • Manages a tracking system for follow up care such as Return to Clinic Orders, Recall, consults, tests, etc;
  • Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
  • Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work);
  • Participates and provides input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions;
  • Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care;
  • Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.
  • Reports backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record;
  • Maintains the confidentiality of information obtained to carry out required duties;
  • Communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information;
  • Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
Total Rewards of an Allied Health VA Career: Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Total Rewards of a Medical Support Assistant Career: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

Work Schedule: Monday - Friday, 8a - 4:30p
Telework: Not available
Remote: This is not a remote position.
Functional Statement #: 91463-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Requirements

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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.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Must pass pre-employment medical evaluation.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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.
  • English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
  • Experience and Education.
    (1) Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;
    OR,
    (2) Education. One year above high school;
    OR,
    (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are accept
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).

Grade Determinations: GS-06: Candidates at this grade must have one year of experience equivalent to the GS-5 Grade level. Examples of this experience include, but are not limited to; provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in 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 makes adjustments as necessary; develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc; Other assignments at this level include, but are not limited to: processes incoming patient secure messaging 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 findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; 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.

In addition to the basic qualifications, applicants must also demonstrate the following Knowledge, Skills, and Abilities:
  • 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
  • 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 clinic
Preferred Criteria : At least 2 year of scheduling patients in a clinical environment

References: VA Handbook 5005/117 Part II Appendix G45

Physical Requirements: The work of this position is primarily sedentary working closely with others or alone. There may be some walking, standing, bending, kneeling, carrying of light items under 15 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of an office, meeting or training room. The work area is adequately lighted, heated, and ventilated.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.

VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

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.

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