Clarification from the agency

This job is open to current permanent employees of the facility/CBOCs where this vacancy is located in the Salt Lake City Veterans Health Care System: .NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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

-The V19 CRH Lead Medical Support Assistant (MSA) is the chief source of patient flow information for the V19 Clinical Resource Hub
-Performs administrative work in support of the care and treatment given to patients via the V19 CRH by providers.
-Advises on and administers medical record systems or maintains medical records within the program using manual and/or automated systems. Assists with reviewing various scheduling reports in VSSC, implementing corrective action, assists the V19 CRH Business Operation Manager with gathering information for required reports, preparing correspondence, answering inquiries relating to the program, and preparing materials (e.g., graphs, handouts, etc.) for presentations given by the V19 CRH Business Operation Manager.
-overall coordination of the V19 CRH clinics including: clinic cancellations, clinic schedules to include appointment scheduling and changes, arrangements for special studies, appointment check-ins/check-outs.
-Acountable for adherence to all organizational and departmental policies, directives, and standards pertaining to all job functions, especially the universal scheduling process, the use of electronic wait lists and the recall system, pre-registration updates, checkin/check-out procedures, clinic "clean-up", patient confidentiality and privacy laws, business office policies, and insurance capture.
-Reviews patient records and provider orders on a variety of records, and selects, completes, and routes requests for patient activities and treatment procedures to the appropriate source.
-Schedules all appointments on the provider side and verifies correctness of appointments scheduled for patients at other sites working closely with MSAs.
-Provides annual position/population specific competency assessments each fiscal year for scheduling in V19 CRH CVT clinics only.
-Distribute and balance the workload throughout V19 Clinical Resource Hub's designated locations.
-Monitor work in progress and review completed work to see that the instructions on work sequences, procedures, methods, and deadlines have been met
-Interprets and apply a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
-Interpret and communicate requirements of VHA scheduling directives and complete accurate scheduling responsibilities.
-Performs other duties as assigned.

Work Schedule:Monday-Friday,0730-1600
Telework: Not Available-Ad-hoc available
Virtual: This is not a virtual position.
Functional Statement #:56253-0
Relocation/Recruitment Incentives: Not Authorized

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.
• 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.
• Experience: None
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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: Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. 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.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

Grade Determinations:

Lead Medical Support Assistant, GS-07: In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

• Experience: One year of experience equivalent to the GS-6 level. (Advising clinical staff on current administrative processes; interpreting and verifying provider orders in accordance with scheduling guidelines; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e. sharing agreements, collaterals, research patient, employee, etc.)

AND

• KNOWLEDGE, SKILLS, AND ABILITIES (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs:
  • 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.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • 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.
  • 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: None

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.

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

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.

Resume (and/or curriculum vitae) which must include the following information for each job listed:

• Contact Information: Your name and how best to contact you, including email address and phone number.
• Job Title/Employer Name: For each relevant work experience, be sure to include the Job Title and Employer/Company name.
• Pay Plan and Grades/Step Held: (for Federal positions)
• Duties: Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to.
  • Good examples of specific information can be found in the Duties and Qualifications sections of the announcement.
  • Brief descriptions of job duties should demonstrate your ability to perform the tasks at the required level as stated in the job announcement - If you have performed any of those duties or have any of that experience, we are looking for that detail on your resume.
  • • We make no assumptions about prior work experience based on job title.
    • We make no assumptions about prior work experience if you don't include the types of duties or tasks which would qualify you for the position.
  • Experience must be listed on the resume under the position in which the duties were performed.
  • For Federal applicants, this experience must be listed under the proper grade level to count towards qualifications.
• Month & year start/end dates: Include both month and year for each position start and end dates (example: June 2007 to April 2008)
• Full-time or part-time status: Include the average number of hours you worked per week (example: 40 hours per week; 32 hours per week, 20 hours per week, etc.).

(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;

• SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
• Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of additional/appropriate SF-50's include:
  • Within grade increases at the highest grade held; or
  • Promotions with an effective date more than one year old; or
• SF-50's at the highest grade held with an effective date more than one year old.

Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.

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.Accepted Document(s) for Applying:

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

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

Next steps