Medical Support Assistant (Advance)

Duties include but are not limited to:

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Utilizes numerous advanced patient systems in support if multiple clinics involved in interdisciplinary coordinated care delivery models.
• Coordinates with the patient care team to review clinic appointment availability to ensure that the clinic schedules are closely monitored to effectively support the needs of clinic and adjust as necessary.
• Processes incoming patient secure messages through My Heathy Vet and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage plan problem solve and follow-up the patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines adjusting the flow and sequence of the work to meet the patient needs.
• Identifies incomplete encounters and communicates findings to providers; as needed; enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• 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.
• Answers questions such as those dealing with the patients eligibility for services availability of appointments procedures for obtaining an appointment requests for appointments and/or appointment changes.
• Schedules cancels reschedules follow-up and/or consult appointments.
• Processes emergency and non-emergency transfers to other VA facilities or private hospitals.
• Monitors request scan and updates patients insurance information via insurance buffer software (ICB-NTX-live) and or the pre-registration program.
• Verifies updates and confirms current demographic information and use of Integrated Scheduling System (ISS) and/or Veterans Health Information and Technology Architecture (Vista) software packages-preregistration menu when patients check in for their scheduled or unscheduled appointments.
• Resolves informal complaints and responds to requests for non-technical information such as subjects of status of reports/laboratory work suspense dates hours of operation how to complete various medical forms ect.
• Provides comprehensive on the job training to new and existing staff in their respective area of responsibility as needed.
• Establishes and maintains office records and information files of various types that may be needed.
• Uses word processing software to execute several office automation functions such as storing and retrieving electronics documents and files; activating printers; inserting and deleting texts formatting letters reports and memoranda; and transmitting and receiving email.
• Uses the Veterans Health Information and Technology Architecture (Vista) Computerized Patient Record System (CPRS) and VBMS/CAPRI to access information in the facility computer system.
• Other duties as assigned.

Work Schedule: Monday - Friday 7:00am-3:30pm 7:30am-4pm or 8:00am-4:30pm based on needs of Service
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized
Pay: Competitive salary and regular salary increases When setting pay a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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)
Selected applicants may qualify for credit toward annual leave accrual based on prior work experience or military service experience.
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 $144000 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)
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 50525F
Permanent Change of Station (PCS): Not Authorized

• 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 ( Effective May 7 2025 drivers 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 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.

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).
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).
• Experience. None.
• 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 required.

Grandfathering Provision. Employees in VHA in this occupation under a permanent appropriate and legal placement on the effective date of the qualification standard are considered to have met all qualification requirements for the grade and/or assignment held including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed the following provisions apply.

• 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.
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re entry to the occupation.

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.

GS-6 Experience. One year of experience equivalent to the GS-5 grade level is required.

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

• 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.
• 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.

Preferred Experience:
Previous clinical Experience
Previous experience scheduling appointments cancellations Labs X-rays.
Previous experience providing customer service and resolving informal complaints.
Previous experience verifying and updating insurance.
Previous experience working in a team environment.
Previous experience working independently.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS6.

Physical Requirements: The work will be performed in an office/hospital setting with no unique discomforts. Employee works in close proximity to other employees. Work is performed in a clinic responsible for treating patient with a wide variety of medical problems. Lifting to 25lbs;No Lifting (over 25lbs); sitting (7 hours); walking (3 hours); reaching above shoulders (2hours); simple grasping (use of fingers; both hands required 7 hours); standing (4hours); repeated bending (3 hours); twisting (3 hours); pulling/pushing (over 25lbs); fine manipulation (includes keyboarding 7 hours)