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The Advanced Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative as well as the VHA Patient Centered Medical Home Model transformation initiative. Patient care is delivered in a team-based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a primary care provider.

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Accepting applications

Open & closing dates

11/26/2024 to 12/05/2024
Salary

$56,648 - $73,644 per year
Pay scale & grade

GS 6
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Location

1 vacancy in the following location:
- Sheridan, WY 1 vacancy
Remote job

No
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Excepted
Promotion potential

None
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CBSU-12623003-25-GDA
Control number

821186000

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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

The public.

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The Advanced Medical support duties are:

Customer service is essential in this role. Performs all administrative duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Supports patient safety standards using the correct Veterans Affairs identification of all patients using the approved protocols of patient identifiers. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning.

Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:

Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Evaluate patient information and clinic schedule lists to determine whether patient is vested.
Is astute to co-managed patients and brings attention to the provider of these shared patients.
Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition.

Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Provide input for problem solving in team meetings. Between visits tasks may include telephone or secure messaging follow-up to see how the patient is doing, reinforcing the plan of care and encouraging self-help solutions.

The pivotal part of the PACT Team is they monitor pre-appointment requirements to assure readiness for patient visit/procedure (e.g., x-ray, lab work).

Identifies incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.

Explains VA's mandate to collect insurance information to veterans. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance.

Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent utilizes various reports from the MSA Supervisor, i.e. Clinic Utilization Statistical Summary, to ensure clinic setup is closely monitored to effectively support the needs of the clinic. The MSA Supervisor accepts recommendations for clinic adjustments by the Advanced MSA.

Panel Management is an important function within the teamlet and is the responsibility of the Medical Support Assistant. The MSA uses various VHA databases (eg PCMM, Clinical Reminder Reports, VSSC, Proclarity, Wait times, patient satisfaction, etc.) to extract categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel. Develops and maintains specific reports used by the team to monitor, track and trend care delivery as well as participating/leading quality improvement efforts focused on cost, access, quality and satisfaction.

A critical role performed is the Patient Health Coach. Health coaching supports the VHA Patient Centered Medical Home model by improving patient experience and enhancing patient self-management skills by expanding face-to-face and non face-to-face encounters conducted by the MSA. These encounters involve working with patients prior to a face-to-face visit, post-visit follow-up and between visits.

Work Schedule: 7:30 am - 4:00 pm
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 52850-A
Financial Disclosure Report: Not required

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Conditions of Employment

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.
You may be required to serve a probationary period.
Subject to background/security investigation.
Selected applicants will be required to complete an online onboarding process.
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).
Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

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 Requirement: Per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j: No person will be appointed under authority of 38 U.S.C., chapter 73 or 74, to serve in a direct patient-care capacity in VHA who is not proficient in written and spoken English.
Experience: Must have six (6) 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. OR,
Education: Have one (1) year of education above high school. OR,
Combination of experience and education: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Grade Determinations GS-6 Experience: In addition to meeting the basic requirements, you must also have one year of experience equivalent to the GS-5 level. The specialized experience for this position includes the following, but not limited to:

Performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting, advises clinical staff on administrative processes, scheduling appointments, monitoring appointment requests from multiple electronic sources, verifying and updating demographics and insurance information, and coordinating administrative functions.

Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs): (Candidates must demonstrate all KSA's at this level.)

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 G-45, Medical Support Assistant Qualification Standards, GS-0679, Veterans Health Administration.

The full performance level of this vacancy is GS-06.

Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work. The incumbent will need to have the ability to verbally communicate and hear (aid is permitted) using a telephone and also must be able to type and operate computer equipment as an essential part of their position.

Education

Not required.

Additional information

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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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Help
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes:
- Resume
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
- Cover Letter
- DD-214/ Statement of Service
- Disability Letter (Schedule A)
- Disability Letter (VA)
- License
- Other (1)
- Performance Appraisal
- Professional Certification
- Resume
- Separation Notice (RIF)
- SF-15
- SF-50/ Notification of Personnel Action
- Transcript
Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2025.

Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated October 1, 2024.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 12/05/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12623003.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information

VISN 19 HR Contact Center

Phone

719-227-4600

Email

V19USAJOBS@VA.GOV

Address

Sheridan VA Health Care System
1898 Fort Road
Sheridan, WY 82801
US

Learn more about this agency

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the U SAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

To apply for this position, you must provide a complete Application Package which includes:

Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

Cover Letter
DD-214/ Statement of Service
Disability Letter (Schedule A)
Disability Letter (VA)
License
Other (1)
Performance Appraisal
Professional Certification
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript

Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2025.

Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated October 1, 2024.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Help

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 12/05/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12623003.

To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

VISN 19 HR Contact Center

Phone: 719-227-4600
Email: V19USAJOBS@VA.GOV
Address: Sheridan VA Health Care System
1898 Fort Road
Sheridan, WY 82801
US

Learn more about this agency

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the U SAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

Accepting applications

Open & closing dates

11/26/2024 to 12/05/2024
Salary

$56,648 - $73,644 per year
Pay scale & grade

GS 6
Location

1 vacancy in the following location:
- Sheridan, WY 1 vacancy
Remote job

No
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Excepted
Promotion potential

None
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Credentialing
- Suitability/Fitness
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

CBSU-12623003-25-GDA
Control number

821186000

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/821186000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

MEDICAL SUPPORT ASSISTANT (ADV

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Location

Remote job

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Position sensitivity and risk

Trust determination process

Financial disclosure

Bargaining unit status

Announcement number

Control number

This job is open to

Clarification from the agency

Videos

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Required Documents

If you are relying on your education to meet qualification requirements:

How to Apply

Agency contact information

Next steps

Fair & Transparent