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.
- (1) 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,
- (2) Education. One year above high school; OR,
- (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
C. 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.
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. Grade Determination: Experience. One year of experience equivalent to the GS-5 grade level.
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.
F. References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistant, dated August 1, 2019
The full performance level of this vacancy is
GS-06. The actual grade at which an applicant may be selected for this vacancy is in the range is
GS-06. G. Physical Requirements: See VA Directive and Handbook 5019.
