Advanced Medical Support Assistant

The Advanced Medical Support Assistant is responsible for assisting Veterans by managing outpatient appointments and performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model. Responsibilities include ensuring the clinic setup is closely monitored to effectively support clinic needs, making necessary adjustments, and collaborating with the clinic to develop and maintain effective and efficient communication.

FUNCTIONS/SCOPE OF DUTIES:

Advanced Medical Support Assistants (MSA) at grade GS-6 are responsible for assisting Veterans by providing a smooth process for managing outpatient appointments, as well as support work related to the care and treatment given to Veterans. They perform a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g., Patient Aligned Care Team [PACT]). MSAs ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, making any necessary adjustments, and working in collaboration with the appropriate staff. They develop and maintain effective and efficient communication with patients, the interdisciplinary team, VA medical centers, and other agencies. The Advanced Medical Support Assistant works with the Lead MSA in setting priorities and deadlines, providing input in problem-solving on operational issues or procedures, and screening all incoming calls directed to the Call Center. They determine whether calls can be appropriately handled by the agent or need to be directed to other team members, thus improving responsiveness to Veterans' questions and concerns and reducing the overall cost of care by controlling the use of resources.This position includes, but is not limited to the duties listed below:

• Reviews the clinic's appointment schedule to ensure that clinic utilization is optimized and effectively supports the needs of both the clinics and Veterans.
• Develops and maintains effective and efficient communication with patients, the interdisciplinary team, VA medical centers, and other agencies.
• Performs work that requires practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating in team meetings, and performing administrative follow-up actions.
• Evaluates patient information and clinic schedule lists to determine whether a patient is vested.
• Educates providers about shared patients who may be receiving care at multiple VA facilities or in the community.
• Demonstrates practical knowledge of the medical facility's organization and services, eligibility rules and regulations, standard procedures, medical records management, medical terminology, security of sensitive electronic files, process improvement, and customer service.

Work Schedule: Monday - Friday. Full-time. 7:30am - 4:00pm. Work schedule subject to change based on agency needs.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 61447F
Permanent Change of Station (PCS): Not Authorized

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.
• Experience: Six (6) months experience in 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,
• Education: One (1) year above high school; OR combination of experience and education.
• 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 3j.

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).

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.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: In addition to the basic requirements for employment listed the following [education and experience] criteria must be met when determining the grade of candidates:

Medical Support Assistant (Advanced), GS-6

Experience. (a) One year of experience equivalent to the GS-5 grade level.

Assignment. (b) The Advanced MSA provides specialized and expert administrative patient support while working 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.).

Demonstrated Knowledge, Skills, and Abilities. (c) 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.

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-06. The actual grade at which an applicant may be selected for this vacancy is GS-06.

Physical Requirements: The work requires frequent standing bending, reaching and walking. The work requires light lifting and carrying under 15 lbs. Must have full manual dexterity and keyboarding skills. This may be considered demanding physical activity.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

• 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.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.
• 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.