Clarification from the agency

1st AOC- CTAP eligibles. 2nd AOC- Current, permanent Department of Veterans Affairs Miami and satellite Miami employees ONLY. You must currently be working at a Miami VA Facility/Satellite Miami facility to be eligible.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Major Duties, but are not limited to:

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model at a specialty care setting where the patient aligned care team model (Behavioral Health Interdisciplinary Program).
• Supports the Outpatient Clinics of the Medical Center and can be pulled to work in any clinic, due to low staffing or assigned consults from any clinic, due to backlog.
• Receives and routs all veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
• Coordinates patient's laboratory, radiology and other essential tests.
• Explains in detail to the veterans about their appointments ensuring they understand what they must do and where they must go to complete their work-up schedules and provides appointment dates.
• Assures that patients are electronically checked-in for their appointments and clinicians are notified.
• Confirms with patient that the demographic information is still accurate.
• Refers patients to the appropriate area for proper test performance before the scheduled appointment.
• Identifies health insurance for veterans seeking care.
• Assists in orienting and advising physicians, residents and interns on VA regulations, policies and procedures on patient care administrative matters.
• Provides orientation and information of changes in VA policies, directives, local procedures, and programs to clinical staff and house staff.
• Attends clinical staff meeting to help solve patient processing problems.
• Identities and summarizes problem areas and submits those findings in writing to Supervisory MSA along with recommended resolutions.
• Maintains the flow and quality of assigned workload, establishing priorities, and making daily adjustments to provide beneficiaries with expeditious and caring services.
• Ensures that data is entered accurate and timely to prevent error codes and loss of revenue due to inaccuracies.
• Ensures that the appointment management menu is completed and checked out without inconsistencies.
• Retrieves orders and schedule appointments for patient as ordered by clinical staff.
• Schedules appointments in accordance to the time frame established in the physician's orders.
• Completes the process of each appointment scheduled daily by using the Scheduling Activity Package.
• Enters data related to each scheduled appointment including Check-in, service-connected related appointment, no-shows and others as required by the current scheduling packages and national and local procedures.
• Verifies encounter completion including check out, provider, diagnostic code, and CPT codes.
• Identifies veterans requiring new co-pay, Means Test and routing them appropriately upon arrival to the appropriate area for completion of the tests.
• Cancels and reschedules patients calling for changes of appointments.
• Gives general information about eligibility, medical service availability, and other related matters.
• Sets and manage priorities.
• Complies daily with tasks assigned (RTC's, encounters, consults, etc.)
• Searches into the CPRS system, the medical and administrative records for specific information needed such as diagnosis, health insurance coverage, service­ connected conditions to determine eligibility for outpatient care, prosthetics and other related services.

Work Schedule: 7:30am-4:00pm Monday-Friday
Compressed/Flexible: Not Available
Telework: Not Eligible
Virtual: This is not a virtual position.
Functional Statement #:60437F
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• 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

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 only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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.
• Experience and Education. 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, 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.

Grade Determinations: Specialized Experience;One year of experience equivalent to the [GS-6] grade level.

Assignments: The Lead Medical Support Assistant (LMSA) is responsible for the coordination of MSA/AMSAs assignments and workflow found in an interdisciplinary unit. Performs administrative support for the supervisor to include schedule and agenda of staff/meetings. Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage. Evaluating training records and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments, providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:

• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.]
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff].
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

Preferred experience: It is highly desirable that candidates meet the following criteria for this position:

• Interaction with patients/customers in a Medical/Clinical setting either by face to face or over the phone
• Experience dealing with a diverse group of individuals when providing pertinent/general medical/clinical information
• 3 -plus years of customer service style training
• Your Resume must detail your experience as mentioned above to be considered attainment of such highly desirable experience.

QUALIFICATION STANDARDS: VA Handbook 5005, Part II, Appendix G45, dated June 7, 2012. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The work is mostly sedentary in nature, requires non-routine walking, bending, and lifting of objects of 15-25 lbs.

The full performance level of this vacancy is GS 7.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

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.

• Resume
• Separation Notice (RIF)
• SF-50/ Notification of Personnel Action

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

Next steps