Clarification from the agency

Current, Permanent Employees of the Milwaukee VA Medical Center (includes CBOCS & VCS) NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

• Assuring coverage of all areas of responsibility conducting ongoing reviews to ensure quality of work ensuring accurate and timely scheduling of appointments.
• Providing guidance to staff members, to include changes in policies and procedures distributing and balancing workload creating and maintaining employee work schedules.
• Orienting and providing on-the-job training for new and current employees ensuring all training requirements are met.
• Organizing the work structure of his/her assigned areas and acting as a liaison between MSA and staff to resolve day to day conflicts.
• Answers calls politely and courteously, providing what is being requested in a timely manner.
• The incumbent takes messages that are accurate and detailed. Attempts to clarify needs, provides direct answers and/or ensures that responses to callers are expedited.
• Assists other staff in answering telephone calls as to reduce wait times answers phone calls from staff to staff when the MSAs are busy and unable to do so, taking calls from clinicians or other related medical personnel.
• Incumbent may be assigned to any areas of the medical center to assist with telephone and reception duties will assist patient with miscellaneous needs such as directions for service needs, waiting room, etc., provide basic customer service assistance and information to patients such as directions to the clinics check in desk, other clinics.
• Supports cleaning and infection control in accordance with SOP or policy the employee will wipe down workstations, wheelchairs, counters, and other equipment as needed throughout the Facility Access work areas.
• Ensures that the east and south entrances are properly supplied with the proper personal protective equipment (PPE) to support safety guidelines and other protocols/efforts, including stocking face masks and/or wheelchairs as needed.

Work Schedule: Monday-Friday 4pm-12:30am or 12:00am-8:30am
Compressed/Flexible: Not available
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 05586F
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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

BASIC REQUIREMENTS
CITIZENSHIP: Must be a United States Citizen.
ENGLISH: Must be proficient in basic written and spoken English.
EDUCATION/EXPERIENCE:
Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.
OR
Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)
OR
Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.GS-6 LEVEL

GRADE REQUIREMENTS:
Must possess at least (1) one full year of experience that is directly related to the duties of a Medical Support Assistant and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level (GS-5). For this position, experience includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
AND
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
ii. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
iii. Ability to provide staff development and training.
iv. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
v. Ability to review and monitor data to ensure all reports are complete and accurate.

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

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending.

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
• SF-50/ Notification of Personnel Action

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)
• Other (1)
• 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.

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