These Medical Support Assistant (Advanced) positions are located in the Clinical Contact Center at various Medical Center locations within the VISN 1 New England Healthcare System. The positions are full-time at 40 hours per week and some positions are part-time at 20 hours per week.
Learn more about this agency
THIS ANNOUNCEMENT MAY FILL FUTURE VACANCIES AT OTHER LOCATIONS WITHIN VISN 1 VA NEW ENGLAND HEALTHCARE SYSTEM
THIS OPEN & CONTINUOUS ANNOUNCEMENT (OCA) ESTABLISHES A STANDING REGISTER OF ELIGIBLE APPLICANTS, which closes on 12/31/2021. The initial cut-off date for referral of eligible applications will be August 13, 2021, with subsequent reviews every other week as additional vacancies occur, or on an as-needed basis, until positions are filled. Please see the "Next Steps" area of the announcement which provides additional information on the referral process for this type of announcement.
Note: Due to a critical staffing shortage, 38 U.S.C. 7412 waives the requirement to apply Veterans' preference for this job announcement.
Medical Support Assistants (Advanced) at grade GS-06 are responsible for assistance to Veterans, by providing a smooth process for the management of Veteran outpatient appointments, as well as support work in connection with the care and treatment given to Veterans. Medical Support Assistants (MSAs) (Advanced) perform a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. Patient-Aligned Care Team, or PACT), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, work in collaboration with the appropriate clinic, develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The MSA (Advanced) will work with the Lead MSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures. All incoming calls directed to the Clinical Contact Center will be screened by the MSA (Advanced) to determine whether those calls can be appropriately handled by the agent, or if they need to be directed to other team members thus improving responsiveness to Veterans' questions and concerns, and reducing the overall cost of care by controlling the use of resources.
Work Schedule: Monday through Friday, hours to be determined.
Telework: May be authorized at management's discretion. Telework can be performed on a less than full-time basis anywhere other than a VA facility or using VA-leased space (example: home). You will be required to come on-station to the VA facility for work on a regular basis. Management may call selectee on-station more frequently, when needed.
Virtual: This is not a virtual position.
Functional Statement #: PDV10008
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
These positions are Bargaining Unit positions for the following sites:
Bedford, MA - NAGE (1234)
Jamaica Plain, MA
These positions are covered by locality-based comparability pay.
Selectee may be required to work at any VISN 1 New England Healthcare System campus, as needed.
May be required to attend conference at other facilities or other VA sites on occasion.
The incumbent may be required to travel to other VA campuses and CBOCs.
Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.
This position is in the Excepted Service.
Veterans' preference does not apply for other current permanent Federal agency employees.
Candidates who meet the qualification requirements within 15 calendar days following the closing date of the announcement will be considered.
Incomplete applications will not be considered.
25% or less
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen.
Selective Service Registration is required for males born after 12/31/1959.
Must be proficient in written and spoken English.
Subject to a background/security investigation.
You may be required to serve a probationary period.
Selected applicants will be required to complete an online onboarding process and complete additional forms to proceed with employment process.
Must pass pre-employment physical examination.
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.
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
Education or Experience: One year above high school; OR 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 Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
English Language Proficiency: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English.
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).
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 for 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 this standard.
(3) If an employee 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.
Grade Determinations: Medical Support Assistant (Advanced) GS-6: Above the full performance level
Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually. High level customer service skills as evidenced by daily interaction and communication with clinicians, patients, families and coworkers. Evidence of work in a clinic setting with multiple inputs (in person, telephone, instant message communications) that need timely and professional resolution. Evidence of specific computer scheduling programs or software utilized in a clinic or hospital.
Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs:
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 Medical Support Assistant Qualification Standard GS-0679, dated August 1, 2019. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf . This can be found in the local Human Resources Office.
The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06.
Physical Requirements:The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering for other employees. Applicant may at times be exposed to stressful situations with Veterans.
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: 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Substitution of Education: There is no educational substitution for the GS-06 level.
Department Of Veterans Affairs