Clarification from the agency

This Vacancy Announcement is open to the public. All internal applicants, must apply to vacancy announcement CBSR-11937751-23-JS. 38 U.S.C.§ 7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement during FY23.

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This is an open continuous announcement. We accept applications for this occupation on an ongoing basis; qualified applicants will be considered as vacancies become available.The Medical Support Assistant (MSA) at the LTC Charles S. Kettles VA Medical Center are located within Patient Care Services (PCS), Clinic Operations & Access Management (CAMS) and the Office of Community Care (OCC).The major duties of the position include, but are not limited to:

• Maintains and monitors patient appointment schedules for the facility.
• Communicates delays in scheduled appointments to the appropriate staff and patients.
• Re-schedules, cancels, processes no-shows and recall reminders.
• Types administrative notes using various automation systems and programs to accomplish work, such as text editing, maintain and retrieval use of messaging by using e-mail.
• Enters and/or retrieves information and data from the Clinical Information System. Completes consult requests through the advice of the physician with the use of Computerized Patient Record System (CPRS).
• Refers eligibility enrollment and means test when necessary to the appropriate area.
• Ensures that patients are scheduled per provider's orders.
• Other duties as assigned.

In addition to major duties, candidates perform the following in each section:
Patient Care Services: Serves as the receptionist for the inpatient nursing station(s). Processes new admissions, inter-ward transfers and discharges according to established standard operating procedures. Works with nursing staff to ensure the timely movement of patients throughout the medical center. Is an expert in the use of the Bed Management System (BMS). Acts as a member of the emergency team in cases of codes, disasters, fire or other emergencies.
Clinic Access Management (CAMS): Serves Veterans as an information resource and with scheduling of face-to-face, VA virtual care (VVC) and telephone appointments across all Primary Care and Specialty Outpatient Clinics.
Community Care: Acts as a liaison between the veteran and the Non-VA care providers regarding Non-VA Care scheduling, authorization, and eligibility. Incumbents are trained to be champions of the CHOICE program. Helps veterans navigate different programs available to the Veteran.

The MSA must be customer oriented and conduct themselves in a professional, courteous and friendly manner at all times.

Work Schedule: Full Time, Varying/Rotating Shifts, Weekday, Afternoon, and Evening Shifts, Holiday and Weekend work schedules.
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: GS-0679-00/Medical Support Assistant
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.
• 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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.
• Experience and Education.
  • 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,
  • Education. One year above high school; OR,
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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.

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 Requirements:

Creditable Experience

• Knowledge of MSA Practices. 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 a 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, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service.

Grade Determinations:

Medical Support Assistant, GS-5 (Full Performance Level)

1.Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited to: meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients; use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs, insurance collection system, scanning software, multiple line phone systems, electronic faxing programs) to support patient care; knowledge of basic medical terminology to assist in the provision of care to patients; skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

OR

2. Education: Four years of education above high school.

AND

Demonstrated Knowledge, Skills, and Abilities
In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:

1. 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.

2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.

3. Ability to schedule medical appointments in a clinical setting.

4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.

5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff as necessary, to ensure a satisfactory resolution.

References: VA Handbook 5005/117, Part II, Appendix G45, August 1, 2019.The full performance level of this vacancy is GS-5.

Preferred Experience: Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes. Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precautions.

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, résumé, 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.