Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. Area of Consideration - The Public

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

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Scheduling:

Schedules all Community Care (CC) consults as per VA Regulations and Directives, Office of Community Care (OCC) Field Guidebook (FGB) and local guidance. Assumes responsibility as the CC scheduling point of contact for patients (or their representatives) and providers to clarify questions regarding scheduling and eligibility. Applies scheduling priority guidelines, adheres to CC consult management timeliness metrics. Ensures designation of patient desired in-network community provider and appointment date as appropriate, documents cancellations and no-show of community appointments, refers to RN or MSA as appropriate for rescheduling. Effectively uses Consult Tracking Manager (CTM) to develop and manage tracking needed to ensure timely scheduling, follow-up care and requests for additional service. Completes documentation as per FGB and local policy in the electronic medical record. The incumbent advises the program manager and other VA employees of scheduling difficullties; s/he works with with multiple VAMCs, Referal Coordination Teams, and their clinic counterparts to share information and provide education on current Community Care policies in order to optomize the timeliness of care for VA patients.

Coordination of Care:

Coordinates outside referral sources in accordance with Third Party Administrator requirements. Detailed knowledge of multiple medical specialties is required to coordinate and schedule care with community providers. Effectively uses Provider Profile Management System (PPMS) when scheduling care in the community. Accommodates patient scheduling requests as appropriate which requires establishing relationships with many community entities. Develops, maintains and routinely updates points of contact list related to individual specialties to include phone and fax numbers for community providers. Ensures community provider receives necessary medical Referral Documents (REFDOC) as required for scheduling care. Enters CC authorization into Health Share Referral Manager (HSRM) database as per FGB and local guidelines; provides written authorization to community provider and patient. Obtains medical records to assist with scheduling or coordination of clinical care. Uploads and/or scans medical records and reports into electronic medical record as necessary, alerts providers and care management team. Develops and maintains effective and efficient communication among the patient, team, expanded team, and the larger VA and community healthcare delivery systems. Has significant responsibilities within this context including coordination and communication during the inpatient and outpatient delivery of care. Maintains communication with the patient, CC team and all providers as necessary. Considerable independent judgment and critical thinking skills are required. Maintains in-depth knowledge and is able to answer questions regarding administrative eligibility criteria for care in the community as per federal law. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue. Prepares written correspondence as a means to contact Veterans to obtain information to coordinate care. Fully participates in daily team huddles and weekly meetings where patient care planning and management occur, documents scheduling challenges and alerts team and supervisor.

Administrative Support:

Collects and reports data to Lead MSA, Administrative Officer and/or Manager relative to scheduling delays and community provider availability. Performs data abstraction for special projects. Assumes responsibility for assisting department staff with backlog as needed. Assists with clerical duties as assigned such as faxing, copying, mail, typing, etc. Assumes responsibility for completing mandatory education requirements. Utilizes information management technologies in an appropriate manner. May be required to enter electronic work orders and electronic computer access requests. Works within scope of responsibility. Enhances customer service by responding to customers timely, demonstrating polite, cooperative and respectful behavior. Works with others to accomplish a task or goal and recognizes the interdependence of employees by demonstrating flexibility in work practices, actively supporting group decisions, addressing problems/issues and customer service complaints with supervisor. If not able to address any particular concern, ensures requester is referred to appropriate personnel who can resolve issue.

Performs other duties as assigned.

This position will be located at the address listed below.

20 Madison Avenue Ext
Albany, NY 12203

Work Schedule: Monday through Friday 7:30 a.m. - 4:00 p.m.
Virtual: This is not a virtual position.
Functional Statement #: 21N38-A

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• 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 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.

Certification. None required.

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: 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 7 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.

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.

Physical Requirements: See VA Directive and Handbook 5019.

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.

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.