Summary This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Medicine Division. The incumbent is responsible for providing comprehensive administrative support across all areas within the Medicine Division. This includes delivering a full range of administrative services with a focus on quality, efficiency, and contributing to the advancement of the Veterans Affairs (VA) mission. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Through the direction from the Supervisory MSA(s ), the incumbent of this position is responsible for maintaining knowledge of administrative support throughout the Medicine Division. This position primarily involves scheduling patient appointments in a call-center setting and serving as part of the Administrative Referral Coordination Team. AMSAs in this role work closely with allied health partners to ensure seamless care coordination for patients. Candidates may also be considered for other AMSA roles within the division, including opportunities in the Medical Sub-Specialty Clinics. Key Responsibilities: Work collaboratively in an interdisciplinary coordinated care delivery model to develop/maintain effective and efficient communication with the patients interdisciplinary team, VA medical centers, and other agencies. Participate in team huddles and team meetings to manage and plan patient care interacting with both internal and external customers. Professionally serve as area's communication liaison through the operation of a multi-line telephone and paging system, using critical thinking skills to best serve the Veteran's needs. Establishing patient records, and/or routing patient records accurately and appropriately to be scanned into the patient's electronic medical records via the file room. Coordinate and schedule labs, test and actions related to patient care and services; interpreting and verifying provider orders and demonstrating complete established administrative action for each order Scheduling appointments in accordance with VHA national scheduling guidelines; monitoring both inpatient and outpatient appointments for areas of responsibility, monitoring pre-appointment requirements to assure readiness for patient visit/procedures. Verifying and updating patient demographics; entering work orders for their assigned areas; maintaining adequate and appropriate levels of office supplies. Ensure patient has prep material for test(s) and monitor pre-appointment requirements to ensure readiness. Provide follow-up calls to patients to remind them of appointments and to reschedule when clinic is cancelled, enter appropriate information into patient record. Administrative follow-up and problem solving for administrative issues. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Assists with clinic access. Work Schedule: Monday-Friday 8:00am-4:30pm Compressed/Flexible: Not Available Telework: This is not eligible for telework Virtual: This is not a virtual position. Remote: This is not a remote position. Functional Statement #: 07853F Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): 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. 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. 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. 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: UNITED STATES CITIZENSHIP: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. Grade Determinations:GS-6 level Must possess one (1) year of experience that is directly related to the duties of an MSA. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience at this level includes assignments such as advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system to include interpreting and verifying provider orders; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; and coordinating administrative functions relating to emergency and non-emergency transfers to other facilities. AND Demonstrate Knowledge, Skills, and Abilities: Candidates Must Demonstrate: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines 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. 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 the patient flow, and patient support care 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: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this position is GS-6 Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Education 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: 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/. 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.
