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 announcement is open to current, permanent federal employees. All other applicants should apply to CBSY-12833341-26-BAD.

The RCT AMSA is responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, re-schedule patient's appointments and/or consults. The RCT AMSA is responsible for: entering no-show information; monitoring the Unable to Schedule entries, preparing for clinic visits; monitoring outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Duties include, but are not limited to:

• Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines.
• Schedules appointments and manages worklists as outlined in VHA policy.
• Schedules a consult appointment for the patient. Accurately maintains the consult tracking package. Maintaining consults includes changing the consult status each time the consult is processed, such as: received and scheduled. When the clinic does not have availability, the incumbent contacts the clinical members of the RTC for treatment options (virtual care, community care, interfacility care).
• When unable to schedule the consult due to capacity and where the Veteran indicates s/he prefers VA care, the incumbent tags the consult appropriately using the "Unable to Schedule" tab in the Consult Toolbox (CTB).
• Determine Community Care eligibility by Decision Support Tool (DST) or through alternative means.
• Makes appointments more convenient for the Veteran by combining appointments when possible and giving the patient any upcoming appointments prior to leaving the clinic area.
• Ensures utilization of clinic appointments by filling open appointments slots as cancellations occur.
• Responsible to check patients in timely when seen in-person, Update patient demographics, to include address, telephone number, next-of-kin, update employment, and collect insurance information. A medication reconciliation sheet will be printed out for each patients Collects data required for Means Tests and enters accurately in Vista in the appropriate system to assure maximum third-party reimbursement and appropriate priority status. If veteran is not eligible for care due to priority status, is responsible to explain eligibility to the veteran.
• The AMSA must use various software, hardware system products, and data portals used to transfer, and capture information electronically used in the support of the daily operation of the clinic. This includes and is not limited to VistA, HSRM, CPRS (including CTB), VSE, Insurance Capture Buffer (ICB), VSSC Reports, Scheduling Manager, My Health E Vet/Secure Messaging, and Microsoft applications to accurately enter or extract information. He/she must have knowledge of commonly used medical terminology, abbreviations, and VA acronyms and their meaning.
• Responsible for initiating and carrying out a variety of clinical support duties for patient care.
• Participates in team huddles and team meetings where patient care planning and management occur.
• Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service.
• The AMSA explains requirements and criteria for many different areas such as prosthetic devices, medications, dental care, outside referrals and/or community care, and any special procedure which may be necessary or requested to veterans.
• The incumbent(s) ensures confidentiality of the variety of material that will be handled by following the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPM, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV).

Work Schedule: Monday-Friday; 0800am- 1630 pm
Telework: Ad HOC only
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation Incentives: Not Authorized
Financial Disclosure Report: Not required

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 (Advanced) GS-6

Experience: One year of experience equivalent to the GS-5 grade level, which includes, but not limited to:

• 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.

AND

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

• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

The full performance level of this vacancy is GS-06.

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
• 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.

• Cover Letter
• Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement.
• Resume/CV exceeding two-pages
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Next steps