Medical Support Assistant

Major Duties:

• Assures all practice areas are adequately covered the assigned workload is accomplished within the time frame allotted by setting priorities and meeting deadlines adjusting the flow and sequencing of the work to meet team and patient needs and ensures that each patient is courteously served.
• Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care evaluating patient information and clinic schedule lists to determine whether the patient is vested educating providers about shared patients and bringing it to the attention of the provider.
• Demonstrates performance and leadership that is broad enough to improve the care of a group of patients.
• Works collaboratively with community care clinical team to ensure the completion of all steps necessary for timely access to care in community for approval care.
• Responsible for coordinating care and communicating with the Third-Party Administrator (TPA-Optum) during the entire process from beginning to end.
• Responsible for the following: monitoring trending and analyzing data interpreting VA handbooks and directives regarding access/performance improvement/ patient flow issues; collaborates with the facility Access Coordinator; monitors progress of reviews and follow up on action items to ensure completion in a timely manner. Core elements of performance include knowledge and active participation in unit/program level quality improvement processes and initiatives as well as customer service programs.
• Responsible for utilizing a comprehensive organized program to review and identify opportunities for improvement to achieve excellence in the quality and safety of the care treatment and services provided to patients.
• Assists the Service Leadership and ensures proper processes are in place including but not limited to follow-up on actions when conducted and report out comes that support current systems redesign processes.
• Conducts reviews to evaluate compliance with program regulations policies and procedures and assists with the development of facility policies and procedures as appropriate. Assists in developing approaches for standardizing system related procedures to minimize variation.
• Conducts analysis including monitoring tracking and trending; along with other statically valid techniques to assist in focusing on the Veterans Choice Act access efforts.
• Participates in the development of innovative approaches to the establishment enhancement modification and/or improvements in a variety of facility programs related to the Mission Act.
• Conducts studies of the administrative workflow for the practice group to measure and measure the efficiency of operations.
• Recognizes need for emergency measures and institute emergency measures when indicated.
• Monitors work assignments resolve daily workplace issues and maintain efficient workflow. Assignments include follow-up with TPA to ensure accurate and timely scheduling of appointments.
• Scans and index documents into the electronic medical record.
• Provides assistance to clinic staff in such projects as updating outpatient clerks procedural manual or other duties the absence of other administrative practice members automatically assumes the duties of the positions.
• Assures the Community Care provider requests are carried out such as laboratory work prescriptions given to patients medical reports for previous imaging/films needed to evaluate Veteran upon appointment. Results are to be the determining factor in veterans next follow up appointment; ensures all lab work X-rays etc. are in CPRS and scanned upon veterans date of care and registered into the computer before next follow up appointment.
• Participates in team meetings and provides in problem solving on operational issues or procedures in team meetings.
• Investigates and assists in correcting problems or situations which require special action such following up on additional information/ medical documentation needed for provider or Third-Party Administrator.
• Ensures that mandatory Directives and Policies are followed.
• Other duties as assigned.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm
Telework: Ad-Hoc
Virtual: This is not a virtual position.
Functional Statement #: 24924-F

• 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 ( 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.

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. 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.
• Foreign Education. To be creditable education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• 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).

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: (1) 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. (2) 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. NOTE: This provision is not intended to regularize appointments/ placements

Grade Determinations:

Medical Support Assistant GS-03.

Experience or Education. None beyond the basic requirements.

Medical Support Assistant GS-04.

Experience or Education.

(a) Experience. One year of creditable experience equivalent to the next lower grade.

OR

(b) Education. One year of education above high school.

Knowledge Skills and Abilities (KSAs). In addition to the experience or education above the candidate must demonstrate the following KSAs:
(a) Knowledge of basic medical terminology to assist in the provision of care to patients.
(b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
(c) Ability to meet communicate and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
(d) Ability to use and navigate between various types of office automation equipment and software (i.e. computer systems web based scheduling programs; insurance collection system; scanning software multiple line phone systems; electronic faxing programs) to support patient care.

Medical Support Assistant GS-05.

Experience or Education.

(a) Experience. One year of creditable experience equivalent to the next lower grade;

OR

(b) Education. Two years of education above high school.

Knowledge Skills and Abilities (KSAs). In addition to the experience or education above the candidate must demonstrate the following KSAs:
(a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
(b) Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
(c) 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.
(d) Ability to schedule medical appointments in a clinical setting.
(e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
(f) Ability to communicate effectively and professionally in person electronically and/or by telephone with internal and external customers.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: See VA Directive and Handbook 5019.

Physical Demands: Work is sedentary but also demands standing walking bending twisting and carrying light items.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted heated and ventilated. However the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.