Medical Support Assistant (Advanced)

Duties -Student Loan Repayment Program (SLRP) is available for this position- The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.
e.
BHIP or SUD team) and 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.
Duties of this position are, but not limited to: Support mental health face to face, VVC and telehealth scheduling.
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.
Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
Use a caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
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.
May participate in BHIP, SUD or other team huddles and meetings where patient care planning and management occur, except during staff shortages for coverage.
Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning Other duties as assigned Work Schedule: Monday- Friday 8:00am-4:30pm CST Telework: Ad-hoc available Virtual: This is not a virtual position.
Recruitment Incentives: May be authorized for highly qualified candidates Financial Disclosure Report: Not required Requirements 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.
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: a.
Citizenship.
Citizen of the United States.
(Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.
g.
).
b.
Experience and Education.
(1) Experience.
Six 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 (2) Education.
One year above high school; OR (3) Experience/Education Combination.
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
c.
Certification.
None required.
d.
Grandfathering Provision.
All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.
For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
(2) 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.
(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
e.
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.
f.
Physical Requirements.
See VA Directive and Handbook 5019.
g.
English Language Proficiency.
MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.
j.
GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.
EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1.
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.
2.
Schedule medical appointments in a clinical setting.
3.
Work independently in the accomplishment of a wide variety of duties performing patient support work.
4.
Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
5.
Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1.
Abilityto 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.
2.
Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations.
3.
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.
4.
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.
5.
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.
6.
Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.
Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
Education There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position.
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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
Benefits 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.
How You Will Be Evaluated 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.
Benefits 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.
Required Documents 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 (VA) Knowledge, Skills, and Abilities word document (KSA's found in announcement) Resume SF-15 SF-50/ Notification of Personnel Action Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.
).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.
), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
Documentation is required to award preference.
For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
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.
How to Apply 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 02/09/2024 to receive consideration.
To preview the questionnaire click https://apply.
usastaffing.
gov/ViewQuestionnaire/12289627.
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 Callie Ross Phone 515-699-5999 X23791 Email callie.
ross@va.
gov Address Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US 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 USAJobs 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.
Fair and Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents 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 (VA) Knowledge, Skills, and Abilities word document (KSA's found in announcement) Resume SF-15 SF-50/ Notification of Personnel Action Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.
).
If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.
), and dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
Documentation is required to award preference.
For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
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 This job is open to The public U.
S.
Citizens, Nationals or those who owe allegiance to the U.
S.