About this role
Job Summary
The VA Northeast Ohio Healthcare System is recruiting for Medical Support Assistants (Advanced). The Medical Support Assistant (Advanced) will function in Patient Care Administrative Service (PCAS), Ambulatory Care & Processing (AC&P).
Qualifications
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. In order to qualify for this position, you must meet the requirements below within 30 calendar days of the closing date listed on the announcement. 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: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f). Experience: None Education: Successful completion of 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 Grandfathering Provisions: 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). 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 bases 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, candidates must meet the following grade-determining criteria for placement at grade level specified. GS-6- Medical Support Assistant (Advanced): Candidates must possess one year of specialized experience equivalent to the next lower grade (GS-5). Examples of creditable experience include but are not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.
Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Knowledge, Skills and Abilities: (KSA's): In addition to the experience above, the candidate must demonstrate the following KSAs: 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 polices 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.
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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6 Physical
Requirements
See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
Major Duties
- The Medical Support Assistant (Advanced) duties include, but are not limited to: Recommends changes to existing clinic procedures based on current administrative guidelines.
- Coordinates with 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 make adjustments as necessary.
- Develops and/or maintains effective and efficient communication with the patient, interdisciplinary care team, VA medical centers, and other agencies during inpatient/outpatient discharge.
- Communicates with non-VA medical facilities.
- Prepares correspondence to notify patients of normal lab results and manages a system of follow -up care such as consults, tests, etc.
- Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.
- Participates in team huddles and team meetings as appropriate.
- Adjusts the flow and sequence of the work to meet team and patient needs.
- Identifies incomplete encounters and communicates findings to providers as needed.
- Enters appropriate information into the patient record.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday, Tuesday, Thursday, Friday, Saturday; 11:30am-8:00pm (Off Wednesday & Sunday). Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91436-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Requirements
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.