Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. Open to current permanent Department of Veteran Affairs employees, current permanent Federal employees of other agencies and all US Citizens.

Duties of this position are, but not limited to:

• Customer service: greets and check-in patients, assists patient with mobile check-in if needed; gathers medical information if needed; refers patients to the appropriate member of the health care team as needed; reports backlogs, difficulties in meeting deadlines, and uncooperative physicians; documents complaints; ability to identify customer's concerns, performs the tasks required to resolve the issues accurately and timely, and follow up as necessary to ensure a satisfactory resolution; resolves difficult problems and diffuses potential dissatisfaction with VA services.
• Performs receptionist duties: monitors copying and faxing; answers and routes incoming phone calls.
• Maintains medical charts: generates patient workload reports and monitors activity; serves a technical advisor and liaison (VISTA, CPRS, ISS, IPP, etc.,); responds to secure messages; responds to appointment requests through VAOS.
• Scheduling expectations: follows the current VA Scheduling Directive and Minimum Scheduling efforts.
• Administrative duties: prepares for clinics-including printing appointment and clinic lists; monitors ICB and patient demographics; ensures encounter forms are completed; ensures return to clinic orders are completed daily; ensures recalls are completed daily; consult report is cleaned up daily; routinely reviews active/pending consults daily; interprets, verifies, and dispositions provider orders; completes reports; records meeting minutes, scribe with co-signer; monitors appointments for area of responsibility.
• Monitors electronic wait list; monitors and maintains clinic grids with supervision; processes all transfers to other facilities; performs basic eligibility requirements; maintenance of warehouse supplies and clinic forms; assist with clinic access contingency plans by adjusting appointment times, locations or dates; completes/trains/shares knowledge of data programs such as VETEXT, VAOS, NEAR, Message Manager, Secure Messaging, Right Fax, Audio care, etc.; requests medical records from Community Care providers and non-VA healthcare institutions; conducts special audits; studies or surveys as requested; collects complete and appropriate data for reporting purposes.
• Organizes and implements quality assurance documents for supervisor; enters and monitors work orders; orders supplies and equipment; and provides coverage for scheduling staff during intermittent shortages.
• Serves as a mentor to the GS 3-5 MSAs: learns new processes to oversee training and implementation among other MSAs; provides training during orientation and/or remedial for existing staff as needed; resolves daily workplace issues; provides guidance to staff members to include changes in policies and procedures; provides guidance to MSA staff on the most current VA Scheduling Directive and Minimum Scheduling Efforts.
• The Advanced MSA provides specialized and expert administrative patient support while working collaboratively with-in an interdisciplinary coordinated care delivery model.
• 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 adjusts 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 My Healthy Vet 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.
• Valuates 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).

Work Schedule: Monday Thru Friday, 8:30am-5:00pm
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 000000

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 identification 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

Basic Requirements:

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

Medical Support Assistant (Advanced) GS-6

This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following:

REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: AND

Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below:
Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is 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.

To apply for this position, you must provide a complete Application Package which includes:

• Resume

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• **Highly Recommend** Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement.
• Resume/CV exceeding two-pages
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Next steps