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Medical Support Assistant (Advanced)- Multiple locations and specialties

District of Columbia, D.C
Closing date
Oct 1, 2023

(AOC) for Referrals: 1st consideration: Current Facility VA employees, 2nd Consideration: All others based on OIG Hard to recruit and retain list FY 2023. After comparing the OIG report and VHA workforce planning cycle findings, VHA requested and received approval from the Secretary to waive Veterans' preference for 12 hybrid title 38 occupations for FY 2023. The provisions of 38 U.S.C. § 7412 do not supersede the terms of local/national labor master agreements.

Duties may include but are not limited to:
  • perform at a competent level and work collaboratively in the Non-VA Care Coordination coordinated care delivery model, specifically in support of the MISSION Act and Community Care Network programs.
  • responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules 3rd Party
  • The primary age of Veterans receiving services is typically between 18 and 80 years of age. This position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.
  • Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs.
  • Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
  • Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
  • Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner.
  • Perform scheduling, canceling, re-scheduling of patient appointments and or consults.
  • Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.
  • Analyzes situations to determine what decisions can be made or if advise of higher authority is needed.
  • Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.
  • Updates and verifies demographic information.
  • Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff.
  • Maintains patient's confidential records, copies, and file documentation.
  • Scans and enters information into VISTA, CPRS.
Work Schedule: Varied shifts to be discussed during interview
Compressed/Flexible Schedule: May Be Authorized by position and agency needs
Telework schedules: May Be Authorized by position and agency needs
Virtual work schedules: May Be Authorized by position and agency needs
FLSA: Non Exempt
BU Status: BU
Recruitment Incentives: NOT authorized
Relocation Expenses: NOT authorized
Financial Disclosure Report: NOT required
Permanent Change of Duty Station (PCS) Expenses: will not be paid
PCS Appraised Value Offer (AVO): Not authorized
Pay: Competitive salary, annual performance bonus, regular salary increases.
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).
For More Information on Benefits:
Competitive Federal benefits:
  • Job security- Stability
  • Career advancement and priority in hiring as a Federal employee
  • Federal Retirement
  • Survivor Benefits
  • Military buy back toward retirement
  • Leave Benefits : AL (13-26 days), SL (13 days), Paid Federal Holidays (11 days) , Paid Parental Leave 12 wks.
  • FEHB lowest cost
  • FEGLI low cost
  • Flexible Spending accounts Pre-taxed
  • Federal Long Term Care Insurance
  • TSP matching 5% and Pre-tax contributions
  • Child Care subsidy
  • And more


Conditions of Employment

  • If selected a complete and current 10-2850C Application for Associated Health Occupations will be required
  • You must be a U.S. Citizen to apply for this job.
  • Must be proficient in written and spoken English.
  • May require pre-employment evaluation which includes lab draw.
  • Designated and/or random drug testing may be required-Federal jobs are covered under Drug Free workplace pursuant to Executive Order 12564; Reasonable suspicion testing is authorized in non-drug testing designated positions; 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. You may be required to serve a probationary period. Subject to background/security investigation. Resume/CV required Resume: Your resume should include the following information for each job that you list: Job title; Complete Workplace Addresses; Duties (be as detailed as possible); Month and year start/end dates (e.g. June 2007 to April 2008); Full-time, part-time status (include hours worked per week). Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP). Participation is a condition of employment - See "Additional Information" below for details. Selected applicants will be required to complete an online onboarding process.
  • If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration of Federal Employment , and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.
  • Time in grade is NOT required.


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 and Education:
1. Experience. 12 months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position


2. Education. One year above high school;


3. Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable

Certification: None required.

Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Grade Determinations:

Advance Medical Support Assistant GS-6 Grade Level:
Experience: One year of experience equivalent to the [GS-5] grade level. Experience is defined as experience that includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

Candidates must also be able to demonstrate the following Knowledge, skills, and abilities for the GS-0679-6 level to qualify for this position:
  • 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.
  • References: VA Handbook 5005/117, Part II, Appendix G45 Dated: August 1, 2019.The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6 to GS-6.

    Physical Requirements: VA Directive and Handbook 5019 .Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.

    Work Environment: Work is performed primarily in a patient care setting; adequately lighted, temperature controlled, and ventilated. Office temperatures fluctuate periodically; involves everyday risks or discomforts which require normal safety precautions typical of such places as clinics, offices, meeting and training rooms or libraries; exposure to noise and dust on occasion. The incumbent may be exposed to infected patients. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders; Emotional and Mental Stability: The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment.


    IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

    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: . 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: .

    Additional information

    Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

    This job opportunity announcement may be used to fill additional vacancies.

    This position is in the Excepted Service and does not confer competitive status.

    VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

    Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

    If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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