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 include, not limited

• MSA is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with Community Care Process Guides. Independently recognizes the urgency of the consults and schedules care in accordance. Assignments include, but are not limited to: scheduling, rescheduling patient consults, and monitoring processes related scheduling. Accurately schedules the full spectrum of medical care including but is not limited to outpatient appointments, outpatient procedures, inpatient surgery, lab tests and imaging throughout all specialties. Communicate to the patient and pre- appointment requirements or instructions. Clearly communicate appointment care details to the patient or family.
• Communicate to the ordering provider or nurse if instructions are of nature that clinical review is required to determine appropriateness for the patient. Identify and communicate patient concerns or needs recognized during communications regarding upcoming appointments.
• The MSA ensures the integrity of various databases, and data used in the management of administrative and customer service within the department. The MSA understands and utilizes current Community Care software.
• The MSA participates in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs.
• The MSA utilizes the consult status to support accurate record of the consult as it moves through the process from approval to the point that results are attached to the consult. Independently collaborates, communicates, set priorities, and organize the work to meet deadlines ensuring compliance with established processes, policies, and regulations.
• The MSA collaborates with their nursing team, as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process. Communicates information between community providers, VA interdisciplinary team clearly and timely to facilitate access to care. Informs VA Provider of care that cannot be scheduled within his/her recommended time frame and assists provider as needed in identifying alternate location or option to access care timely for the patient.
• Provides follow up calls to patients when it is identified that an appointment was not attended. Incumbent assists patients in rescheduling appointments in cases of missed or no-show appointments. The MSA recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved.
• The MSA interprets VA guidelines and assists with communicating these to patients, families, agencies, employees, and Veterans' organizations. The MSA provides information and guidance to agency employees regarding scheduling processes as requested.
• Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner.
• Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule: 0800-1630, Monday through Friday
Compressed/Flexible: Not Authorized
Telework: Not Eligible
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: 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.
• 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

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***

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 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
• 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.

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:

Medical Support Assistant GS-5

Experience. One year of experience equivalent to the GS-4 grade level, which includes, but not limited to Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients. Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

AND

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

• Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive [medical and patient identifying] information PII into or from electronic [health] records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to [schedule medical] appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers.
• Skill in customer service with the ability to identify [customer] concerns, and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.

The full performance level of this vacancy is GS-05.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

References: VA Handbook 5005/117 Part II, Appendix G45

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
• Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement.
• Exceed two page resume
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Next steps