Clarification from the agency

All qualified candidates encouraged to apply. Open to current permanent VISN 10 Department of Veteran Affairs employees, current permanent Federal employees of other agencies and all US Citizens. Non-citizens may be appointed when it is not possible to recruit qualified citizens. 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
Duties:

• Daily review of active/pending consults, Electronic Wait List, Recall list and audio-care communications for accuracy and disposition.
• Reviews schedules and ensures clinic slots are managed appropriately to maximize capacity making schedule changes, as necessary.
• Maintain effective communication with patient, interdisciplinary team, and outside providers, when necessary. Process secure messages with patients and teams.
• Provide follow-up calls to patients to remind them of appointments and to reschedule when clinic is cancelled.
• Explain to patient and their family members procedures both in person and on the phone.
• Administrative follow-up and problem solving for medical administrative issues.
• Inform physicians about patients and appointments at other facilities. Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community)
• Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
• Generates patient workload reports for schedules/scheduling, validation, and monitors activity to assure consistent and accurate reporting.
• Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner.
• Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives.
• Advanced knowledge of the technical health care process as it relates to access to care.
• Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Interprets the medical center's mission, policies, procedures and available resources/services to the patient and presents the patient's problems, opinions, and needs to appropriate staff and management.
• Assists patients in understanding their rights in addition to their responsibilities.
• Represents the Service in safeguarding and ensuring ethical, statutory, and constitutional rights of patients.
• Acts as a contributing member of the MMEC committee, and is involved, in a supporting role, in Amputee clinic.
• Assists patients, their families, representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care to veterans.
• Identifies existing and potential problem areas, suggests solutions or alternatives to existing procedures which contribute to those problems.
• Receives and listens to complaints and grievances from patients or from individuals on behalf of patients. Makes inquiry into patient complaints, initiates action or changes necessary to correct VAMC Indianapolis, problem situations, and reports on corrective measures taken to the patient or the patient's representative. Acts as an advocate for patients using judgment to resolve problems.
• Provides input into the conduct of and may be responsible for the maintenance of files and records pertaining to patient satisfaction surveys. Documents all findings derived from these surveys after thorough analysis of data in order to identify trends and patterns.
• Identifies the elements of medical administrative practices which contribute to or create an atmosphere for patient dissatisfaction and recommends to the Service changes which will reduce or eliminate justified complaints.
• Maintains records of all patient inquires or inquiries on behalf of a patient. Produces, on a regular basis, a cumulative report which will include a categorization of patient inquiries, and to identify opportunities for improvement of care, and will return all patients written, and phone concerns within 1 weeks' time of receipt.
• The incumbent will be called to travel to offsite locations, which receive services managed by the Indianapolis Prosthetic and Sensory Aids Service. These locations include: three Community Based Outpatient Centers (CBOC's) and an off-site outpatient primary care service center.
• Provides front desk coverage during times of staff absence, due to leave or vacancy.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm
Compressed/Flexible:Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 91190-A

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.
• 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.
• Experience and/or Education
  • Experience. Six (6) months 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.

Creditable Experience:
(1) 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.

(2) 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) 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.

Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:

Medical Support Assistant (Advanced), GS-06: One year of experience equivalent to the [GS-05] grade level. Experience at the GS-05 includes but is not limited to: collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and (makes adjustments as necessary). MSAs at this level develop (and/or) maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.

In addition, the candidate must also demonstrate all of the below Knowledge Skills and Abilities:
1. 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.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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: 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:

1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
2. 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.
3. 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.

Physical Requirements: The work is sedentary in nature. Manual dexterity is required in operation of a personal computer. The work sometimes requires walking, standing, bending, lifting or carrying light items such as paper and books.

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

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Area of Consideration - Eligible applications will be reviewed and referred in the following order:
1. Current permanent VA employees of the VISN.
2. All other VA employees.
3. All other applicants.

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
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• Resume/CV
• Other (2)
• Other (3)
• 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.

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