Medical Support Assistant (Advanced) -Patient Align Care Team

About the role

Advanced Medical Support Assistant and provides clerical and administrative support for multiple Clinical Departments. Gives on-the-job training to new employees in accordance with established procedures and practices.

Provides information via telephone and in person to the general public, members of the professional staff, civilian, and military personnel in response to inquiries regarding appointments.

What you will do

• Works collaboratively in an interdisciplinary coordinated care delivery model, Patient Aligned Care Team (PACT).
• Coordinates with the PACT to review clinic utilization using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes necessary adjustments.
• Collaborates, communicates, sets priorities, and organizes work with the PACT in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Participates in team huddles and team meetings to manage and plan patient care: sets priorities and deadlines, adjusts the flow and sequence of work to meet team and patient needs: works with the team to reinforce the plan of care and self-help solutions.
• As a member of the PACT, participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care: informs and educates providers about shared patients (those receiving care at multiple VA locations or in the community); contacts patients to coordinate follow-up care.
• Communicates tactfully and effectively, both orally and in writing, in order to meet program objectives.
• Demonstrated advanced knowledge of the technical health care process as it relates to access of care.
• Without supervisor intervention, utilizes reference sources, sound judgement, and team collaboration to resolve problems within a complex systems environment.
• Possesses a comprehensive knowledge of polices and procedures associated with operational activities that affect the patient flow and patient care.
• Enters, manipulates, and retrieves information and data from the Vista and other clinical information systems as appropriate to area assigned.
• Completes mini registration and chart compilation.
• Complete requested forms, manually or using automated systems, for individual patient orders for blood work, X-rays, radiation therapy, respiratory or ventilated care consults and other request as required.
• Schedules and coordinates appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary.
• Coordinates the scheduling to avoid conflicts in different clinic schedules.
• Ensures appointments are timely and in accordance with physicians' requests.
• Explains necessary test preparations to patients.
• Receives telephonic requests for information and transmits requests to the appropriate physician.
• Assists clinic administrator and other personnel with workload accountability information.
• Obtains and reviews medical records of patients prior to scheduled appointments.
• Records a variety of physicians' orders on a timely basis to various charts, identifying various chemical compounds, symbols and abbreviations comprising medication orders.
• Assures proper completion and filing of original medical documentation and forms in records prior to forwarding to medical records room.
• Ensures the patient completes all necessary forms prior to being seen by the provider.
• Responsible for the clerical duties inherent in the admission, care and discharge of inpatients or the in processing, care and out-processing, of outpatients and guests.
• Notifies appropriate staff of the patient's arrival.
• Reconciles end-of-shift/end-of-day processing and reports.
• May maintain copies of all travel documents, to include travel vouchers, and leave forms.
• Also, may be required to maintain the calendar for staff, preventing double booking of appointments/meetings, providing file and document management.
• VA Careers - Medical Support Assistant: Work Schedule: M - F 8:00 - 4:30 Telework: N/A Virtual: This is NOT a virtual position.
• Functional Statement #: 01310-F

Requirements

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• 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 (***).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
• Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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: ***

How you will be evaluated

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Reasoning Self-Management Teamwork 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.

Documents you must provide

• To apply for this position, you must provide a complete Application Package which includes: REQUIRED - Resume Must include the following information for each job listed: 1.
• Duties (be as detailed as possible) 3.
• Month & Year start/end dates (e.g. June 2017 to April 2019) 4.
• Full-time or part-time status (MUST include hours worked per week) 5.
• Your resume must also demonstrate that you meet the KSAs listed for the occupation and grade at which you qualify.
• Transcript - High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• IMPORTANT You will not be contacted for additional information.
• Documents will not be accepted after the announcement has closed.
• Applicants will be deemed ineligible and removed from consideration, if your application package is incomplete and if supporting documentation is not submitted.
• Long-form resume/Curriculum vitae (CV) The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please 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) Long-form resume/Curriculum vitae (CV) SF-15 SF-50/ Notification of Personnel Action Transcript 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.
• Veterans' preference does not apply for internal or other current permanent Federal agency employees.

What to expect next

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.

Additional information

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.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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.