Medical Support Assistant (Adv

Medical Support Assistant (Adv

Department: Department of Veterans Affairs

Location(s): Glendale, Colorado

Salary Range: $45409 - $79883 Per Year

Job Summary: Employee serves as a Medical Support Assistant in Community Care Svcs., Health Administration Service. Position is located at the Business Office Support Service of the Rocky Mountain Network (VISN 19), located in Salt Lake City, UT. The MSA performs Community Care duties related to consult review, scheduling, and coordination. You will report to one of the VISN 19 facilities - Glendale, Denver, Grand Junction, Cheyenne, Sheridan, Fort Harrison, Salt Lake City, Muskogee or Oklahoma City.

Major Duties:

• The MSA works collaboratively with staff at the Medical Center, Contract Vendors, Medical Center affiliates, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate Veteran Community Care activities. This coordination involves multi-disciplinary communication and coordination as a member of a cross-functional team. The MSA must assist with the coordination of records between Medical Center and CITC providers and coordinate the return of outside records to the CPRS/VISTA Imaging System to process results to the VA Provider. The employee maintains effective and effective communication with the patient, the interdisciplinary team, VA Medical Centers, contract providers and community providers. The MSA supports Patient Safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number. The MSA coordinates care for Veterans eligible for Community Care which includes processing consults, coordinating care with Community Providers and/or Third Party Administrators and ensuring the Veteran receives the necessary medical appointment timely. The employee coordinates and ensures that medical records are received timely and ensures the Community Care consult is completed and closed when all of the treatment is received. The MSA coordinates between the VA Medical Staff and the Community Providers and/ or Third Party Administrators to ensure that all necessary treatment is provided. The MSA will coordinate and is responsible for all administrative duties associated with Community Care Coordination, receives consults via the electronic medical record, coordinates and receives the necessary documentations to facilitate the processing of the consult, ensures the Veteran receives the appropriate Community Care appointment and closes out the consult when completed. The MSA provides patients correct instructions on test preparation, diets, and procedural requirements for varying procedures and specialty services specific to each community provider's standard of care which affects the efficiency, accuracy, and acceptability of patient care procedures, processes, and services in the community. The MSA facilitates the interdisciplinary coordinated care model and works in collaboration with the Clinicians to ensure the appropriate medical documentation is received for the Community Care appointment, develops and maintains an effective and efficient communication with the Veteran, VA Clinicians, Private Clinicians, and other agencies. The MSA is responsible for answering all questions from Veterans, VA Clinicians and Private Clinicians. Communication to resolve payment issues with patients and providers may involve interaction with contacts that are uncooperative, irrational, or mentally/physically unstable. Incumbent must be skillful in approaching individuals or groups in order to achieve desired results. The MSA serves as a key member of the Health Administration Services performing other duties as assigned by management and participates actively, positively, and helpfully in all issues having impact on the service as a whole. NOTE: You MUST be able to report to one of Rocky Mountain Regional VISN 19's facilities for this position. RMR's facilities are as follows: Denver (Aurora), CO., Grand Junction, CO., Cheyenne, WY., Sheridan, WY., Fort Harrison, MT., Salt Lake City, UT., Muskogee, MT. or Oklahoma City, OK. Relocation is NOT aothorized! Work Schedule: 7:00 am to 3:30 pm Tour is based on Mountain Standard Time (MST) Virtual: This is NOT a virtual position. Functional Statement #: 53840A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. 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: Advanced Medical Support Assistant, GS6 Experience. One year of experience equivalent to the GS-5 grade level. This experience may include but is not limited to; receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs): (Candidates must demonstrate all KSA's at this level.) 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. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or [an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. VA Handbook 5005/117 PART II APPENDIX G45 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 of GS-06. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12909050. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 03/23/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-03-23