Clarification from the agency

This is open to current permanent VHA employees and the public.

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Major Duties:

• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) 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.
• Coordinates administrative services for Veterans, family members, caregivers, and public, administrative, and clinical staff to ensure continuity of inpatient and outpatient care.
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA healthcare benefits.
• Must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas.
• Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist in collecting complete and appropriate data for reporting processes and for generating revenue.
• Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. The incumbent requires flexibility due to frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles.
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
• Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor the BAS Supervisor.
• Conducts patient and employee surveys, interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor.
• Able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• Schedules appointments and ensures all appointments will be made with the patient input, either in person or by phone.
• Resolve difficult problems and diffuses potential dissatisfaction with VA.
• Requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN).
• Serves as technical advisor and liaison with contacts at all levels.
• Requires the ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the transfer waiting list.
• All other duties as assigned and detailed in Functional Statements

Work Schedule: To Be Determine
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #:08707A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Duty Location: 3650 South Point Circle, Laughlin, NV

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. 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 dentification 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).

Qualifications

Basic Requirements:

a. Citizenship.
Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.)
b. 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 acceptable.
c. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j

Creditable Experience To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience.Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Part-Time Experience.
Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

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).

Grade Determinations
For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). Example of GS 05 specialized experiences include but not limited to the following:
i. 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.
ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
iii. Ability to schedule medical appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
vi. 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

Must demonstrate the Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume.
I. 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.
II. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
III. 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.
IV. Advanced knowledge of the technical healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare portals as it relates to access to care.
V. 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.
VI. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience: Customer Service, Call Center Experience, and Scheduling Experience.

References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06.

Physical Requirements: See VA Directive and Handbook 5019.

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.