Clarification from the agency

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

Major duties include, but are not limited to:

• Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, always, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior.
• Runs the Encounter Action Required Report (EARR) and provides findings to providers to facilitate accurate workload credit and revenue collection. Incumbent promotes Veteran registration for and utilization of My HealtheVet (MHV).
• Responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Ensures that the patients are electronically checked in for their appointments.
• Responsible for printing the medication reconciliation program, routing slips, and confirming with the patient that pre-registration is completed including ·demographic and insurance information. 1bis must be done promptly so the date/time stamp is accurate for each date of visit. If the information is not correct, incumbent is responsible for updating all pertinent information using the Pre-Registration Menu in Vista or VET Link. Provides guidance, directions, and instructions to Veterans in relation to their appointments.
• Processes first party requests and ensuring forms are complete and accurate.
• Receives outside correspondence (fax, letters, etc.) from outside agencies requesting provider's actions for patient care and forwards to the appropriate agency for action.
• Responsible for ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record.
• Captures insurance and demographic information on all Veterans, explaining VA's role in insurance reimbursement. Accurately enters insurance information into the buffer and scans both sides of the insurance card. Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA.
• Supports patient safety standards through correct identification of all patients through use of two forms of identification, in accordance with current CTVHCS policies. incumbent must use each interaction with the patient to validate and update patient demographic information, whether in person during check-in or over the phone, to decrease the incidence of returned mail due· to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Receives telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments. Questions caller/visitor to obtain sufficient information necessary to determine primary need or areas of interest and helps or makes referrals to other responsible VA personnel when matter is outside employee's scope of assignment. Always handles this in a courteous and polite manner and often serves as the public's first contact/impression of Central Texas Veterans Health Care System (CTVHCS).
• Responsible for running the following reports/queries daily (not all-inclusive): Open Text Orders, Patient Care Encounter (PCB), and Consult Tracking Report.

Total Rewards of a Allied Health Professional

Work Schedule: Monday-Friday; 0730-1600 or 0800-1630 based on the needs of the service
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 0000
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

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.
• Language Proficiency: Proficient in spoken and written English
• Experience: Six month of experience of clerical, office or other 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
• Combination Experience/Education. 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).

Grade Determinations: GS-0679-07 Lead Medical Support Assistant:

• Experience: One year of experience equivalent to the GS-6 grade level.
• Assignment. The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is 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.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
• 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:

• At least 5 years as an Advanced Medical Support Assistant (AMSA); at least 1-2 years as a LEAD; previous supervisor.
• Must be able to coordinate AMSA assignments and workflow within Service at different locations and adjust the flow of work to meet the needs of the patient and team; responsible for daily workload assignments, assigning work, and assuring proper staffing coverage at the different locations.
• Will assist with clinical flow in relation to access to care across multiple clinics and/or community resources to include accurate and timely scheduling of appointments, providing guidance, enforcing policies and procedures, updating AMSA staff on changes in policies and procedures, and providing coverage during staffing shortages.
• Identify discrepancies in scheduling in accordance with VHA Directions 1230, 1231, and 1232, SOPs, rules, and guidance, and determine the training needs of the AMSA staff in order to provide support for the Service.
• Proficient in systems CPRS, ISS, Vista, JLV, Virtual Scheduling Manager, Microsoft Office. Must be familiar with scheduling (consults, RTCs). Must be able to utilize various data platforms and compile various reports.

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

The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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
• Other (1)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps