Clarification from the agency

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

Major duties and responsibilities include but are not limited to:

• Works collaboratively in an interdisciplinary CC delivery model
• Coordinates with both VA and community providers to effectively support continuity of care
• Schedules, cancels, and reschedules patient's CC appointments
• Enters CC authorizations for mammograms, OB referrals, fertility and other women's services provided via CC
• Develops and maintains effective and efficient communication with the patient, community providers and other agencies (e.g., community medical facilities)
• Develops and manages a tracking system for mammogram results to ensure proper and timely reporting of results, post appointment follow-up care, and clinical documentation, tests, etc.
• Sequences work to meet team and patient needs
• Enters appropriate information into the Computerized Patient Record System (CPRS);
• Performs administrative follow up actions, shares information, and collaborates with the team to assure continuity of care
• Educating community providers about shared patients and care coordination.
• Schedules CC clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options;
• Complies with mandatory training requirements for the outpatient scheduling process, support WH-PACT (Patient Aligned Care Team) by ensuring providers are in compliance with reporting requirements while ensuring the patient receives timely scheduling resulting in better outcomes
• Uses established business rules to schedule appointments for Veterans with community providers and enters authorization for care delivered in a community setting
• Works collaboratively with the CC Nurses, Specialty Care teams, and Facility staff
• Complies with the mandatory training requirements for the outpatient scheduling processes, ensures all appointments are scheduled timely, assures provider and patient desired dates and preferences are met
• Utilizes a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution
• Serves as the coordinator of incoming telephone calls, receives a wide range of inquiries, utilizes administrative systems knowledge to identify patient/caller needs, practices independent decision-making, coordinates care needs, assists in scheduling appointments and directs problem resolution as appropriate
• Acts as patient advocate, and attempts to resolve patient needs to the best of their ability within their designated role

Work Schedule: Full Time - Monday- Friday, 8:00am - 4:30pm
Telework: Available - AD-HOC
Virtual: This is not a virtual position.
Functional Statement #: 654-08392F
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: (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.).
• 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.
• Experience: Six (6) 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 (1) 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.

(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]).

You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume.

GS-6 Grade Determinations:
In addition to the Basic Requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates for Advanced Medical Support Assistant GS-6:
a. Experience: One year of experience equivalent to the GS-5 grade level.

In addition to one year of specialized experience equivalent to the GS-5 MSA, candidates must demonstrate all the KSA's below:

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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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.

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

*Preferred Experience:

• 1 year experience navigating electronic medical records system.
• 1 year experience providing customer service to internal and external customers in the healthcare field.
• Familiarity with medical terminology.
• Familiarity with Microsoft Office programs, to include Outlook, Teams,
• Excel, Word, and SharePoint.

The full performance level of this vacancy is GS-06.

The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06.

Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

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 (VA)
• License
• Other (1)
• Professional Certification
• Resume
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Next steps