Medical Support Assistant (Advanced)

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. Open to current permanent Department of Veterans Affairs employees.

Announcement will close once 50 applicants is reached

Total Rewards of a Allied Health Professional

Major duties include but are not limited to:

• Provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model.
• Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
• Answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Other 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; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles (with cameras on) with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.
• Provides information and resolution to Veterans' request within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the VISN CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
• Uses various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.

Work Schedule: Full-time; Monday - Friday 9:30am - 5:00pm CST
Telework: Not applicable, this is a remote position.
Virtual: This is not a virtual position.
Functional Statement #: 000000
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required.
Pay: Competitive salary and regular salary increases.
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

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 identification 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

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

***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***

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].

Basic Requirements:

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• 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.
• 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).

Medical Support Assistant (Advanced) GS-6

This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following:

REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:

1. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients;
2. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
3. 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;
4. Ability to schedule medical appointments in a clinical setting;
5. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work;
6. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers;

AND

Candidates must be able to demonstrate all of the Knowledge, Skills and Abilities below:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. 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.

Preferred Experience: 2 to 3 years of contact center experience.

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

The full performance level of this vacancy is 6.

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.

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:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

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.

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

To apply for this position, you must provide a complete Application Package which includes:

• SF-50/ Notification of Personnel Action

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
• Long-form resume/Curriculum vitae (CV)
• **Highly Recommend** 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
• Copy of high school diploma/transcript including homeschooling (unofficial or official) OR GED Certificate OR • Proficiency certificate issued by a State or Territorial Board or Department of Education OR post-high school education.
• PCS Orders
• Performance Appraisal
• Professional Certification
• 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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