Clarification from the agency

**The shift for this vacancy is typically 11:30pm-8:00am.** *This vacancy is open to current, permanent employees of the San Francisco VA only. This includes the Community Based Outpatient Clinics that fall under San Francisco.* NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Duties include but are not limited to:

Communicate, collaborate and works effectively with other nursing and hospital personnel. - Maintains a clean and safe working environment at the Nurse's Station for both PODs and the unit floor area. - Contains and prevents patients' sensitive information from open access. - Completes and updates BMS board per shift on patient-nurse assignment, ASCOM numbers, appropriate icons, and upon patient admission, transfer, and discharge. - Assign ASCOM phone to nursing staff. - Ensures safe and complete patient chart record and compilation. - Understand how to read the Medical and Surgical On-Call Schedule. - Understand how to read the Medical Ward Assignment Schedule. - Understand treating specialties or services and their relation to orders. - Complete requested forms, manually or using automated systems, for individual patient orders for care consults and any other request as required. - Receives telephone calls using VA Customer Courtesy Standards, and relays messages and/or redirects calls as necessary. - Refers urgent messages to appropriate personnel for immediate action. - Manages inquiries and complaints (telephone calls or in-person) from both patients and staff, and responds to them in a timely, competent, and professional manner. - Maintains and updates the unit telephone directory to look up telephone extension and pager numbers in the facility. - Understands how to place a local call or long-distance call using appropriate procedures. - Enters, manipulates, and retrieves information and data from Vista and other clinical information systems as appropriate to the area assigned. - Understand how to enter electronic work orders for office or patient care equipment as well as furniture repairs to the appropriate department such as BioMed, Engineering, or OIT. - Understand how to use Hospital Tubing System. - Understand how to use Patient Wristband Printer. - Prints new or replacement patient wristbands using the unit wristband printer. Hand the wristband to the patient's primary nurse and ensure proper reconciliation on patient verification. - Facilitate and ensure the provision of Code and fall risk status on the patient wristband for the primary nurse to validate and apply on the patient appropriately.

Other duties as assigned.

Work Schedule: 11:30pm-8:00am (hours/days may vary)
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.
• 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).
• 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: 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.)
• Experience or Education: 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.
• Grandfathering Provision: 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).
• 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.
• 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).

Grade Determinations: In addition to the basic requirements stated above, the following qualification criteria must be met for each grade. The candidate's qualifications must clearly demonstrate the level of competence required for the grade.

GS-3:Experience or Education: None beyond the basic requirements.

Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision.

Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-4:Experience: One year of experience in 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: Two years of education above high school.

Assignment. This is a developmental level MSA position. It is expected that MSAs at this level, receive minor and less frequent guidance from higher experienced staff members for more difficult tasks.

Candidates must demonstrate all of the KSAs below:

• Ability 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.
• Ability to 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.

GS-5:Experience: One year of experience equivalent to the GS-04 grade level;

OR

Education: Four years of education above high school leading to a Bachelors Degree.

Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.

Candidates must demonstrate all of the KSAs below:

• Ability to operate computerized programs and systems in order to enter, modify and retrieve medical and patient identifying information (PII) into or from electronic health records, scheduling systems and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by phone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary to ensure a satisfactory resolution.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is 5. The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 5.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

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.