Clarification from the agency

This is a PUBLIC ANNOUNCEMENT and is open to Federal employees from agencies other than the Department of Veterans Affairs and All US Citizens. If you are a current permanent VA Nationwide employee, you should apply under the internal announcement CBSY-12752236-25-MS.

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Duties include, but are not limited to:

The Advanced MSA provides specialized and expert administrative patient care 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. The AMSA recommends changes to existing clinic procedures based on current administrative guidelines and has expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. The AMSA coordinates with the patient care team to review clinic appointment availability and utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes recommendations for change as necessary. AMSAs develop and maintain effective 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, manage a system for follow-up care such as consults, tests and procedures, etc.).

Other assignments include, but are not limited to:

• Scheduling, canceling, and rescheduling patient appointments and/or consults.
• Entering no-show information.
• Monitoring appointment requests from multiple electronic sources. processing incoming patient secure messaging and coordinating 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.
• Sets 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 in reinforcing the plan of care and self-help solutions.
• Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to ensure readiness for patient visit/procedure.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment.
• Informs team members about co-managed members (i.e., those who receive care at multiple VA centers or who receive care in the community).
• Requests pertinent information (within the MSA scope of duty) from patient records (inside/outside facilities) and submits to team for review in preparation for provider visit.
• May retrieve medication profiles, test results, and patient information from electronic medical record, as requested by the clinician.

Work Schedule: Monday - Friday, 8:00am - 4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
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.
• 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:

• United States Citizenship: Citizen of the United States.
• 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 (TRANSCRIPTS REQUIRED);

OR,

(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPTS REQUIRED).

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Grade Determinations

Medical Support Assistant (Advanced), GS-6

Experience. One year of experience equivalent to the GS-5 grade level.

Assignment. The Advanced MSA [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. MSAs at this level 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 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 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; 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). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
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 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.
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: Good customer service, ability to communicate well verbally and in writing with Veterans, coworkers, lead and supervisor. Scheduling experience preferred, the ability to multitask and pick up efficiently where left off after multiple interruptions. Ability to prioritize duties and organize daily workflow. Good sense of teamwork. Ability to adapt to unforeseen and unexpected situations while working in a fast paced environment. Elements of flexibility and able to work in interchangeably on different teams with diverse personalities. Being self motivated and organized is an essential part of the job. Knowledge of clinical workflow is beneficial.

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. The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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.