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Summary The Medical Support Assistant (Advanced) acts as liaison between Veterans/caregivers and VAPIHCS staff, serving as a consumer advocate. This position serves as a clinic clerk and is a foundational role within the clinic. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The duties related to this position include but are not limited to the following: The Medical Support Assistant acts as liaison between Veterans/caregivers and VAPIHCS staff, serving as a consumer advocate. Accepts telephone calls from Veterans/caregivers, service line staff in the field, other VA staff, and/or community agency staff, regarding program inquiries, patient care concerns, etc. The MSA obtains as much information as possible, provides information and resolves problems independently when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs. Ensures timely clinical response to patients/callers that potentially have an emergent or urgent care need through prompt identification of the problem and appropriate clinical referral. Interacts with customers, family members, visitors and co-workers in a courteous, tactful, helpful manner, exercising mature judgment and diplomacy. Composes correspondence as indicated to assist with clinical functions. Composes reports and meeting minutes as directed by the Program Coordinator. Uses computer programs to type all recurring correspondence, minutes, and reports, maintaining computer files easily accessible by the Program coordinator and other team members. Obtains electronic or hard copy access to patient records from CPRS, JLV, or from the community as requested by service line staff. Assists staff in obtaining laboratory, radiology, CT scans and other reports from CPRS/JLV. Runs errands in support of team function as requested by clinical staff. Errands may include, but are not limited to, picking up documents/mail from other offices, printing/mailing, delivering items/information to service line or community partners, and assisting with government vehicles. Assists in addressing office equipment malfunctions, obtaining IRM, Engineering, copier/fax technician, or Facilities Management support as indicated. Ensures all patient admissions/discharges have been entered into LEAF (later Salesforce) and no encounter errors are outstanding. Interacts with team members to correct data as indicated. Provides clerical support to Program Coordinator in carrying out administrative duties. Performs other related duties as assigned Work Schedule: 7:30am - 4:00pm Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. 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) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 07175F Permanent Change of Station (PCS): Not Authorized 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. 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. 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). 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. Basic Requirements: A. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. 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. D. Grandfathering Provision. 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). E. Grade Determination: Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. F. References: VA Handbook 5005/117 Transmittal Sheet Qualification Standards for 0679 Medical Support Assistant, dated August 1, 2019. Preferred Experience: Prior MSA knowledge and VAPIHCS MSA academy graduate. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is in the range is GS-06. Physical Requirements: Must be in overall good health, able to sit at a desk working at a computer, engage in light to moderate physical activity including sitting, walking, bending, and carrying supplies such as papers, books, or small parts. The incumbent must be able to perform primarily light and sedentary duties with occasionally moderate physical demands, exercise patience, and control emotions, with reasonable accommodation, if necessary, without endangering the health and safety of the applicant or others. This position also requires close visual acuity (near vision correctable at 13" to 16") to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; reading; and repetitive motions of the wrists, hands, and/or fingers. Use of fingers, both hands required, ability for rapid mental and muscular coordination simultaneously, hearing (aid permitted), and clear distinctive speech are all required. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.