The incumbent serves as a Medical Support Assistant (MSA) in the
Office of Community Care Section located in the Business Office,
East Orange, NJ Campus. The VA Community Care Clinic coordinates
all Veterans health care needs outside of the VA Healthcare
Learn more about this agency
The MSA position serves as an Inpatient and Outpatient Consult
Coordinator for Community Care. The incumbent serves as a member of
the Care Management Team and is responsible for coordinating
healthcare as part of a beneficiary panel in conjunction with
multiple healthcare members (VA Providers, Registered Nurses,
Mental Health Care Providers, Social Workers, Laboratories,
Radiology/lmaging, Clinical Pharmacists, Licensed Practical Nurses,
Non-VA Providers, contracted facilities and the Third-Party
Administrator) as part of the interdisciplinary team.
Duties require constant and continuing data input and processing
functions into the Decision Support Tool (DST), Provide Profile
Management System (PPMS), Health Share Referral Manager (HSRM), the
Third party payer Administrator's Portal, the Veterans On-Line
Scheduling Portal and VistA for Eligibility requirements, provider
information, authorizations, vendorizing, viewing veterans access
to their on-line scheduling and forwarding patient and vendor
letters, scheduling, enrolling, recording appointments in VistA,
scanning medical documentation records in CPRS regarding
appointments, admissions, discharges, follow-up and/or referral
appointment, means test, pharmacy prescriptions, prosthetics and
othercomplicated administrative processes. Assumes all duties
related to insurance billing and processing.
The incumbent is responsible for initiating and tracking
Veterans health care needs in the community ensuring appointment in
the community happens within the allotted timeframe indicated by
the Mission Act Law. All related medical documentation is to be
received and scanned into CPRS within a timely manner after
appointment occurs. Individual is responsible for achieving the
goal of coordinating and tracking of patients referred to the
community. The incumbent is responsible for the following:
monitoring, trending and analyzing data, interpreting VA handbooks
and directives regarding access/performance improvement/patient
flow issues; collaborating with the facility Access Coordinator;
and monitoring progress of reviews and follow-up action items to
ensure completion in a timely manner. Core elements of performance
include knowledge and active participation in unit/program level
quality improvement processes and initiatives as well as customer
Work Schedule: Monday through Friday 8:00 am to 4:30 pm
Financial Disclosure Report: Not required
Bargaining Unit: Yes
Functional Statement: Advance Medical Support Assistant
Telework: Not available
Relocation/Recruitment Incentive: Not Authorized
Virtual: This is not a virtual position
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after
- You may be required to serve a probationary period
- Subject to a background/security investigation
- Must be proficient in written and spoken English
- Selected applicants will be required to complete an online
- United States Citizenship: Non-citizens may only be appointed
when it is not possible to recruit qualified citizens in accordance
with VA Policy.
- 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
- Education. One year above high school;
- Experience/Education Combination. Equivalent combination of
experience and education are qualifying for entry level for which
both education and experience are acceptable.
- Certification. None required.
- Physical Requirements: See VA Directive and Handbook 5019.
- 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 3j.
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).
To qualify for this position, applicants must meet all
requirements by the closing date of this announcement, May 12,
In addition to the basic requirements for employment listed
above, the following education and experience criteria must be met
when determining the grade of candidates:
- Creditable Experience
- (1) Knowledge of [ ] MSA Practices. To be creditable, the
experience must have demonstrated the knowledge, skills, and
abilities (KSAs) associated with current MSA responsibilities [or
an equivalent administrative patient support role in a non-VA
medical inpatient or outpatient setting]. Experience satisfying
this requirement may be paid/non-paid employment as [an] MSA or [an
equivalent position in a non-VA hospital or clinic setting].
- (2) Quality of Experience. Qualifying experience must be at a
level comparable to MSA experience [or equivalent administrative
clinical support role in a non-VA medical inpatient or outpatient
setting] at the next lower grade level. For all assignments above
the full performance level, the higher-level duties must consist of
significant scope, administrative independence, complexity
(difficulty), and a range of [varieties] as described in this
standard, at the specified grade level and be performed by the
incumbent at least 25% of the time.
- (3) Part-Time Experience. Part-time experience as [an MSA or
equivalent administrative patient support in] a [non-VA medical
inpatient or outpatient setting] is creditable according to its
relationship to the full-time workweek. For example, [an] MSA
employed 20 hours a week, or on a 1/2-time basis, would receive
[one] full-time workweek of credit for each [two] weeks of
Medical Support Assistant (Advanced), GS-6 Experience. One year
of experience equivalent to the [GS-5] grade level.
Assignment. The Advanced MSA [provides specialized and expert
administrative patient support while working collaboratively in an
interdisciplinary coordinated care delivery model. Work involves
specialized administrative judgment and the flexible use of a wide
range of clinical flow processes relating to access to care across
multiple clinics, specialties, and/or care in the community
resources. Recommends changes to existing clinic procedures based
on current administrative guidelines. Expertise in utilizing
numerous advanced patient systems in support of multiple clinics
involved in an interdisciplinary coordinated care delivery model.
Coordinates with the patient care team to review clinic appointment
availability utilization to ensure that clinic schedules are
closely monitored to effectively support the needs of the clinics,
and makes adjustments as necessary. MSAs at this level develop
and/or maintain effective and efficient communication with the
patient, interdisciplinary coordinated care delivery model teams ,
VA medical centers, and other agencies (e.g., assist with
communications during the inpatient to outpatient discharge;
communicate with non-VA medical facilities; prepare correspondence
to notify patients of normal lab results; manage a system for
follow-up care such as consults, tests, etc. Other assignments at
this level include, but are not limited to: [processes incoming
patient secure messaging through My Healthy Vet and coordinates
with care team as appropriate; participates in] team huddles and
team meetings to manage, plan, problem solve, and follow-up with
patient care by sharing information and collaborating with the
interdisciplinary team; setting priorities and deadlines, adjusting
the flow and sequencing of the work to meet team and patient needs;
identifies incomplete encounters and communicates findings to
providers; as needed; assists]the team to reinforce the plan of
care and self-help solutions; enters appropriate information into
the electronic record; monitors pre-appointment information and/or
requirements to assure readiness for patient visit/procedure;
manages patient systems to verify and validate accuracy and resolve
issues; evaluates patient information and clinic schedule lists to
determine whether [the patient requires an immediate appointment;
informs team members] about shared patients ([i.e]., those who
receive their care at multiple VA centers or those who receive care
in the community. For all assignments above the full performance
level, the higher-level duties must consist of significant scope,
administrative independence, complexity difficulty, and range of
variety as described in this standard at the specified grade level
and be performed by the incumbent at least 25% of the time.
Demonstrated Knowledge, Skills, and Abilities. Candidates must
demonstrate all of the KSAs below:1-
1)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.
2) Ability to independently set priorities and organize 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: VA Handbook 5005/ 117 Appendix G45 reference and
appropriate VA Qualification Standard.
The full performance level of this vacancy is GS-6.
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.
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