Adv Med Support Assistant

VA Detroit; Indianapolis (IN); On-site; USD 40,000 - 53,000; Full time

Job summary

Join the VA Detroit team as an Advanced Level Medical Support Assistant, providing essential coordination of medical care for patients involved in the Community Care program. You'll work closely with healthcare professionals to ensure seamless patient support and access to appropriate services, contributing significantly to veterans' health and well-being.

Qualifications

• Six months experience in clerical, office, or customer service.
• Proficiency in written and spoken English is required.

Responsibilities

• Coordinate medical care for patients.
• Utilize VA scheduling software for appointments.
• Process records from outside medical care.

Skills

Communication

Collaboration

Customer Service

Organizational Skills

Education

One year above high school

Job description

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Summary

The Advanced Level Medical Support Assistant (MSA) position serves as a Consult Coordinator for the local office of Community Care. This position provides medical support responsibilities associated with the Community Care program and is responsible for coordinating medical care for patients receiving treatment outside of the Indianapolis VA Medical Center.

Summary

The Advanced Level Medical Support Assistant (MSA) position serves as a Consult Coordinator for the local office of Community Care. This position provides medical support responsibilities associated with the Community Care program and is responsible for coordinating medical care for patients receiving treatment outside of the Indianapolis VA Medical Center.

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Duties

The Advanced Level Medical Support Assistant (MSA) position serves as a Consult Coordinator for the local office of Community Care. The MSA works collaboratively with other members of an expanded health care Team including Community providers, Third Party Administrators, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and Non VA specialists, hospitals, diagnostic and treating facilities, Third Party Administrators, and community based programs. This position provides medical support responsibilities associated with the Community Care program and is responsible for coordinating medical care for patients receiving treatment outside of the Indianapolis VA Medical Center.

• Knowledgeably utilizes VA scheduling software including HSRM and Vista in establishing patient appointments within the appropriate desired date.
• Adheres to CSP protocol on patient outreach attempts and ensures appointments entered in HSRM or Vista are accurately reflected in CTM, CPRS.
• Appointments are cancelled/rescheduled according to established protocols and informational note is entered in CPRS.
• Verifies and updates demographic and eligibility information in computer systems.
• Processes records from outside medical care utilizing CPRS and CPRS Vista Capture.
• Refers all questions requiring immediate medical or clinical attention to the appropriate health care team member.
  
  

Required

The incumbent utilizes various reports to complete assigned tasks, such as EARR (Error Action Required report), 1st time appointment reports, consults due reports, and other national, VISN, and locally developed reports. Additional day to day tasks includes, but may not be limited to:

• Assists in the update, development, and maintenance of program materials, packets, and other printed materials.
• Assists with the orientation/on the job training of new staff.
• Completes work orders and contacts appropriate staff when requested to support the environment of care.
• Prepares correspondence to support the administrative functions of the assigned team; all correspondence is neatly formatted and checked for appropriate spelling and grammar, all documents are the current version, and outgoing Certified mail meets USPS standards.
• May have other administrative duties assigned, including but not limited to records management
  
  

The incumbent provides support for the Community Care Section and also cross trained in many of the specific job functions of other support staff performing duties such as resulting consults, scanning, and providing feedback on incoming Veteran Calls.. This versatility enables the incumbent to provide cross coverage for time sensitive administrative duties needing completion when those staff with primary responsibility are unavailable.

Work Schedule: Monday- Friday 8:00am-4:30pm

Virtual: This is not a virtual position

Telework: Not Authorized

Functional Statement #:91474-A

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required

Recruitment Incentive: Not Authorized

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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 probationary 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  
  

Qualifications

Basic Requirements:

• United States Citizenship: Citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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.

AND

In addition to meeting basic requirement listed above, applicant must possess at least one year experience at or equivalent to work at the next lower level, that provides the knowledge, skills, and abilities to perform successfully the work of the position. To qualify for the GS-6 grade level, you must have one year of experience equivalent to the GS-5 (full performance) grade level.

In addition to this experience, you must demonstrate the following KSAs:

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

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).

Physical requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work.

Education

There is no educational substitute for this occupation's grade level.

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.

VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

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• Help Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

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Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Resume
  
  

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• Other (1)
• Other (2)
• Other (3)
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript
  
  

Veterans' Preference

• Although Hybrid Title 38 occupations follow Title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. A, 117 M.S.P.R. 697 (2012)), 38 U.S.C.
• 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations reported among the occupations with the largest staffing shortages. This announcement occupation(s) is reported to be among the largest staffing shortages. Veterans preference does not apply to this job announcement per the Veterans Access, Choice and Accountability Act of 2014 (PL 113-146, dated August 7, 2014) Therefore, Veteran's Preference will not be applied to this posting's applicant scores and selection process.
  
  

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

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