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
- 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; OR
- (3) 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 3j.
- Physical Requirements: See VA Directive and Handbook 5019.
- 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).
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 2. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. 3.If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
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.
Knowledge, Skills, and Abilities. Candidates must demonstrate [all] of the following KSAs :
1. 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.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
The full performance level of this vacancy is
GS-06
Physical Requirements: Physical exertion for the position will include standing, walking, bending, stooping, kneeling, climbing, reaching, lifting, and working in cramped positions. Must be able to lift up to 18 Kilograms (40 pounds) on occasion and there will be instances when supplies will need to be moved. Packing and unpacking boxes will be required as well as breaking down boxes for proper disposal. Frequently the incumbent is required to assist in lifting wheeled mobility equipment from boxes or onto mounting blocks and/or transferring patients from a wheelchair to another chair and back again. Must seek assistance when lifting heavy objects to prevent injury.
Preferred Experience: 1-2 years in an administrative or customer service role, proficiency in Microsoft Office Suite (Word, Excel, Outlook), strong organizational skills, and excellent communication abilities. Expertise in complex tasks, such as managing confidential records, preparing specialized reports, or coordinating complex travel and meetings. Past experience with a particular timekeeping system or filing protocol that is critical to the office's operations. Program-specific knowledge: Demonstrated knowledge of a specific program's functions and procedures, especially if this knowledge is unique to the agency or organization
References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679.
http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.
For more information on this qualification standard, please visit
https://www.va.gov/ohrm/QualificationStandards/.