Summary The Primary Care MSA schedules and manages patient appointments and verifies provider orders. The MSA uses computer systems to enter, modify, and retrieve sensitive information from electronic medical records and scheduling systems. They perform administrative duties for ambulatory care, communicate effectively with customers, and resolve issues promptly. The MSA ensures a satisfactory resolution to customer concerns, often handling problems on the frontline. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional -Makes appointments for new and follow up clinic visits for patients belonging to one or more providers in accordance with VHA Outpatient Scheduling Processes and Procedures. -Uses monitors such as RTC and PCMM for appointment management. -Responsible for ensuring check in/out of patients through the Appointment Management software program system. -Participates in improving patient flow in the clinic which includes receiving patients/family members, processing walk- in patients, processing travel benefits, and release of records/information. -As front- line staff, the MSA resolves problems independently, to the extent possible without nursing or physician intervention. -Determines eligibility and entitlement to VA medical benefits. Process TRICARE patients as necessary. Patients are eligible Veterans and TRICARE beneficiaries. -Ensures all pertinent information is obtained from the patient and entered into the patient's data in the computer system. -Promptly completes assignments for a variety of patients in a timely manner, demonstrating initiative and independence. -Practices universal precautions at all times and infection control standards, regulations, and practices. -Provides assistance to patients in such a manner that potential and/or identified risks are anticipated, minimized, or eliminated. -Independently ensures that the work environment is safe, organized, restocked and that equipment is functional. Communicates problems/concerns to supervisor as necessary. -Employs appropriate and cost- effective use of supplies and equipment. -Ensures patient appointments are scheduled within designated timeframes. -Ensures patients are offered and educated on VVC, Phone and Telephone appointments. -Participates in performance improvement activities and principles of Patient Aligned Care Team 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. -Establishes effective interaction and communication with patients, families and members of the health care team. -Demonstrates knowledge, skill, and ability to recognize and respond appropriately to emergency situations. Maintains current BLS certification -Provides competent patient care in a manner which ensures safety of patients, visitors, staff, and self. And adheres to safety standards, regulations, and practices. -Follows established practices and reports to supervisor, as promptly as possible, any occupational illness or injury sustained. -Documentation contributes to planning, coordination; implementation and evaluation of care rendered and is descriptive of the patient's behavior, condition, and responses. -All documentation is entered on the appropriate tools according to policy and guidelines. -Performs other administrative duties as assigned. Work Schedule: Monday-Friday, 8:00am-4:30pm Travel: (this position is located at the Mercer CBOC and may be expected to travel to the Lawrence CBOC and Butler VAMC) Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: GS-0679-06 Permanent Change of Station (PCS): 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. You may be required to serve a trial period. 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. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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: a. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. b. Experience and Education. 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; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable c. Certification. None required d. Grandfathering Provision. 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). e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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 3.j Grade Determinations: GS-6 Experience. One year of experience equivalent to the GS-5 grade level. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: None Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS-6. 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. 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.