Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant (Toledo) in Toledo, Ohio

Veterans Affairs, Veterans Health Administration
3 vacancies in the following location:
  • Toledo, OH
Work Schedule is Full Time - Permanent

Opened Wednesday 10/5/2016 (22 day(s) ago)

** Closes Wednesday 10/4/2017 (342 day(s) away)

Job Overview

America's Veterans need you!

Vacancy Identification Number (VIN): 1806041

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

This announcement is open to All Current and permanent VA Healthcare system Employees and Preference eligible veterans. If you are an internal applicant please apply under announcement AD-16-TM-1806040-BU. If eligible you may apply to both announcements.

Salary: To be determined by Professional Standard Board of your peers and based on your education and experience.

You must submit all required documents as noted in the REQUIRED DOCUMENTS section below. Failure to do so will result in your application not being considered

As a VA professional, your opportunities are endless. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to **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.


The Primary Care and Sub-Specialty position serves as a highly skilled Clinic Clerk and is a foundational role within Ambulatory Care. This is complex role that requires knowledge of several specialty clinics and Primary Care. The Call Center MSA has expert knowledge in managing calls to these areas, as well as being a resource for other areas through the medical center. Sub-specialty clinics and PACT teams requires a great deal of scheduling coordination and some knowledge of procedures and testing specific to each specialty. The incumbent provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff as needed or in an effort to coordinate care.

a. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers, and the public.

b. Advanced Clinical Support. Demonstrates advanced knowledge of scheduling and managing specialty clinics and in particular, independently utilizes various reference sources. c. Operates Computerized Programs. Utilizes computerized programs and databases (including MS programs) in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. d. Applies Knowledge of Medical Terminology. In assigned specialty clinics, demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. e. Works Independently. Works in a proficient and self-directed manner in order to accomplish daily and special work assignments, to include setting priorities and coordinating work. f. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments and complies with any other training or education requirements as determined by the supervisor. g. Patient Safety. Supports patient safety standards. h. Information. Protects patient privacy by following HIPAA guidelines. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. i. Telephone Contact. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. j. Scheduling. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

Work Schedule: Day Shift 7:30a-4:00pm, 8:00am-4:30pm, including some evenings and Saturdays

Functional Statement Title/#: (Medical Support Assistant Primary Care Sub-Specialty)

Travel Required
  • Not Required
Relocation Authorized
  • No
Job Requirements
Key Requirements
  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.


The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-679 series.


Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g.)

Experience and Education:

Experience. Six months experience of clerical, office or other 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; or

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.

English Language Proficiency.

MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005

References: VA HANDBOOK 5005/53, part II, Appendix G45


Creditable Experience

Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience 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 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.

Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.

Grade Determinations. The following criteria must be met when determining the grade of candidates.

GS-6 Advanced MSA

Experience. One year of experience equivalent to the next lower grade level.

Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. 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 the KSAs below:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.

  3. Advanced knowledge of the technical health care process as it relates to access to care.

  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Experience. One year of experience equivalent to the next lower grade level.

  1. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.

  2. Knowledge of basic medical terminology.

  3. Ability to make appointments in a clinical setting.

  4. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

  5. Ability to communicate effectively and professionally with employees at varying grade levels.

  6. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

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. *References:* VA HANDBOOK 5005/53, part II, Appendix G45This can be found in the local Human Resources Office.

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.

Physical Requirements: Generally, the work does not involve special physical demands. Duties are performed in several medical center areas and incumbent must be able to travel to treatment areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and mainframe terminals. There is the potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds, i.e., medical records and manuals. May involve transporting patients in wheelchairs. The incumbent is expected to use proper preventive ergonomic techniques to perform duties

Security Clearance


Additional Information
What To Expect Next

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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

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. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

Other Information

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

Salary Range: $36,025.00 to $46,831.00 / Per Year

Series & Grade: GS-0679-06/06

Supervisory Status: No

Who May Apply: VA Healthcare system Employees,Preference Eligible Veterans Only

Control Number: 451760100

Job Announcement Number: AD-16-TM-1806041-BU