Qualifications:

Basic Requirements :

United States Citizenship:

Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. •Experience. No experience required. •Education . High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None 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).

Grade Determinations :

Medical Support Assistant (Advanced), GS-6 Candidates must demonstrate all of the KSAs below: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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.

Preferred Experience:

Experience of working in a clerical or administrative office. Experience with scheduling in an appointment system or calendar. Ability to communicate and provide customer service to a wide variety of population. Ability multitask using multiple systems to get the job done.

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-06. The actual grade at which an applicant may be selected for this vacancy is GS-06.

Physical Requirements:

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