Clarification from the agency

Open only to current VA employees. SF-50 must be provide to determine eligibility. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Total Rewards of a Allied Health Professional

Duties below include but are not limited to:

The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

The GS-8 Supervisory MSA incumbent is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and also must be considered an expert in the functions of GS-6 MSA and a GS-7 Lead MSA.

Incumbent must have a thorough knowledge regarding enrollment, eligibility and beneficiary travel.

The incumbent must have knowledge of and be able to provide information about VA Medical Cost Recovery (MCCR) Program to patients regarding insurance data collection and revenue collection. The incumbent must demonstrate the technical expertise and understanding to collect, scan, and update health insurance information via the Insurance Capture Buffer (ICB) software program.

The incumbent must demonstrate technical competency and expertise in the use of the Vista, CPRS and My HealtheVet/Secure Messaging systems. The incumbent must be an expert in basic administrative policies and procedures dealing with outpatient scheduling or other administrative topics; incumbent must be able to relay this information/knowledge to medical staff within the outpatient clinic setting. The incumbent must have a solid knowledge of multiple systems and current computer technology regarding the Computerized Patient Record System (CPRS), Automated Call Display (ACD), GNAV Pro (call tracking software), numerous VISTA applications, My HealtheVet, Secure Messaging, and numerous Microsoft Office applications.

The incumbent must have thorough knowledge of the Outpatient Scheduling processes defined in the VHA Directive 1230, Outpatient Scheduling Management, and all scheduling policies and procedures derived from policies/procedures at the Salisbury VAMC. The incumbent must have knowledge on all internal standard operating procedures for the various outpatient clinics at the Salisbury VA Medical Center.

The incumbent must be knowledgeable regarding eligibility for VA medical care, priorities for care, release of information (ROI), Health Information Portability and Accountability Act (HIPAA), and the Medical Fee Basis programs.

The incumbent must distribute and balance the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of the assigned workload, ensure the workload is completed in accordance with facility and/or national performance measures and assure that each employee has enough work to keep them busy. The GS-8 Supervisory MSA will set priorities and make day-to-day adjustments in accordance with established priorities obtaining assistance from the supervisor on problems that may arise.

Incumbent must ensure all deadlines are met based on the stated deadline.

Incumbent must communicate to their supervisor applicable and valid reasons deadlines will not be met. Incumbent must ensure all employees are up to date for all mandatory training as specified by HAS, the medical center or the Chief of Outpatient Administrative Support.

Incumbent must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to provide patient safety and to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Incumbent must set the tone for perception concerning quality of healthcare services at the VA A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

Incumbent must receive and screen phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Incumbent must ensure that clinic voicemails are continually checked and return phone calls to received voicemails are accomplished in a timely manner.

The incumbent must comply with all applicable Medical Center Memorandums, directives or policies and procedures.

Work Schedule: Monday - Friday 8am - 4:30pm
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: Not Available
Virtual: This is not a virtual position.
Permanent Change of Station (PCS): 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.
• 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:

• 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.
• Education/Experience: One year of education above high school OR Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Equivalent combination of experience and education to qualify for entry level for which both education and experience are acceptable.

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:
(a) Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

(b) Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

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

• Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
• Ability to provide briefings, orientations, staff development, and training in a patient support setting.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment

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-8.

Physical Requirements: The work is primarily sedentary, although some light physical effort may be required.

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
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

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