Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This job announcement is open to all US Citizens. CRITICAL SHORTAGE LIST: 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages.

DUTIES:

• The incumbent(s) receives telephone calls for the unit, records and relays messages to appropriate staff.
• Provides general information regarding visiting hours, office hours, and whether unit personnel are on duty. Aware of all units to which these policies apply and can identify with each by cross training and rotating units.
• Refers all questions pertaining to a patient's status or condition and all questions requiring medical or triage determination to the nursing staff.
• Coordinate with the medical clinics to send inpatients for required tests, pre-operative procedures, therapies and scheduled appointments based on the doctor's discharge instructions and/or consult management.
• Receives, directs, transfers, and discharges patients; receives and directs visitors; answer routine, abrupt, and emergent inquires and makes appropriate referral of questions concerning patient's condition.
• Coordinate with nursing staff, nursing staff supervisor and bed flow coordinator to assign rooms for new admissions and transfers. Build a medical chart for each new admission.
• Ensure that all required activities have been completed prior to discharging a patient, and that follow-up appointments and/or consults have been accurately scheduled. Prepare admission packets.
• Respond to technical questions regarding patient rights, responsibilities, and advance directives.
• Perform a variety of duties in support of data entry and collection for the unit..
• Accurately maintains the Ward Gains and Losses log. Post patient's appointments, therapy times, and required labs and procedures on boards which are maintained at the nurses' station.
• Performs various administrative duties as it relates to the Residential Rehabilitation Treatment Program (RRTP) to include admissions and discharges.
• Manage and ensures timely and appropriate scheduling of consults and processes.
• Completes insurance capture entries (ICB) in adherence to local and national measures as third-party collections are a vital aspect of facility revenue. Electronically verifies doctors' orders and alerts staff for time critical medications, labs, x-rays, and EKG's. Manually transcribes doctors' handwritten or electronic orders onto the appropriate medication, pre-op, or treatment sheets for nursing staff. Verifies and corrects patient information in the computer systems concerning treating specialties, providers and times of movements, and informs supervisor of discrepancies.
• The incumbent(s) must be conscientious regarding the confidentiality of the variety of material that will be handled.
• The position requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, Health Information Portability and Accountability Act (HIPAA, the Freedom of Information Act (FOIA) .
• Prints out and posts the most current on-call rosters, emergency list, and medical/surgical staff listing as appropriate boards on the wards.
• Ensure that the ward's printers, telephones, fax machines, copiers, document scanners, and shredders are operational and stocked with supplies. .
• Duties are performed independently but with supervision and auditing to ensure compliance with VHA directives, procedures, handbooks, laws and locally established policies.
• Incumbent accomplishes objectives of the Section and uses considerable judgment and initiative in solving problems to ensure efficient operation of their duties. I
• Performance is evaluated on the quantitative and qualitative effectiveness of the incumbent's ability to perform given job duties.
• The incumbent will also assist the Eligibility and Enrollment with management in the completion of data validation.
• Incumbent is responsible for adherence to all provisions of the Equal Opportunity Program in accordance with OPM and VA regulations and established medical center guidelines.
• Complies with all safety/fire prevention rules/regulations, using protective equipment when required and provided. Promptly reports all accidents and notifies supervisor of unsafe/unhealthful conditions in the workplace.
• Attends scheduled training sessions and participants in facility or service level safety promotions as directed by supervisor.
• Knows fire drill and emergency plans for work area, including location of all emergency fire equipment. Understands the facility disaster plan and coordinates section disaster drills.
• The position requires working both regular and irregular tours of duty, holidays and weekends.
• Incumbent(s) may also be required to work on any of the wards under HAS.

Work Schedule: Monday-Friday, 8:00am - 4:30pm
Telework: Not avalable.
Virtual: This is not a virtual position.
Functional Statement #: 26417-F

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo
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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. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
Experience and Education.
Experience. No experience required
Education. High School Diploma, General Education Development equivalency certificate, or proficiency from a State or territorial-level Board or Department of Education.
Licensure/Certification/Registration. None
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
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

• Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
• 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.
• If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

Creditable Experience. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level.
Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service
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 creditable experience equivalent to the next lower grade.
One (1) year of experience equivalent to the next lower grade level (GS-4). Examples of specialized experience include but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient [electronic health records], as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; coordinating information and actions related to patient care and services;
OR
Education. Two years of education above high school.

Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for [answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit], scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: 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 VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate
all of the KSAs below:
i. 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.
ii. Advanced knowledge of medical terminology specific to understand medical
diagnosis and procedures sufficient to communicate clinical staff instructions to
patients.
iii. Ability to schedule medica appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties
performing patient support work.
v. Ability to communicate effectively and professionally in person, electronically,
and/or by telephone, with internal and external customers.
vi. Skill in customer service with the ability to identify [customer concerns, and
refer to the [appropriate staff, as necessary, to ensure a satisfactory resolution.

Preferred Experience: Knowledge of Medical Terminology, excellent customer service, ability to organize and prioritize.

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-5. The actual grade at which an applicant may be selected for this vacancy is GS-5.

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 (VA)
• Full Resume/CV- no page limit
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Next steps