The incumbent serves as a Medical Support Assistant in the Telephone Advice Call Center. The incumbent is the initial contact person in the program. This position is a complex role requiring global understanding of VA policies, independent decision making, and multi-disciplinary collaboration. The incumbent is responsible for providing timely and appropriate assistance/information to veterans who seek assistance with health and administrative issues through phone contact.
Responsibilities include but are not limited to:
a. Accepts telephone calls to the Medical Center regarding outpatient inquires, and pertinent health care
concerns of veterans and other external stakeholders.
b. Ensures accurate and timely scheduling, canceling, and re-scheduling of patient appointments and/or
consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
c. Utilizes administrative systems knowledge in assessing patient/caller needs; practices independent decisionmaking,
coordinates care needs and direct problem resolution as appropriate.
d. Determines the nature of the call and resolves the caller's need through first call resolution independently when possible. If additional
assistance is needed to resolve the problem, the call is referred to the appropriate clinical staff and/or information is coordinated via
documentation in the computerized medical record systems (CPRS).
e. Prioritizes and makes decisions based on the caller's needs, ensures timely clinical response, and
patients/callers that potentially have an emergency or urgent care need making appropriate clinical referrals.
f. Coordinates outpatient scheduling of appointments for designated services offer at the medical center.
Work Schedule: 7:30am - 4:00pm Monday through Friday
Financial Disclosure Report: Not required
Job family (Series)
Conditions of Employment
You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
(1) Experience. Six months experience of clerical, office or other 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. Certification. None required.
d. Physical Requirements. See VA Directive and Handbook 5019.
e. 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 3j
a. Creditable Experience
(1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. For all
assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA nemployed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.
b. Grade Determinations. The following criteria must be met when determining the grade of candidates.
(1) GS-3 MSA (Entry Level)
(a) Experience or Education. None beyond the basic requirements.
(b) Assignment. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.
(2) GS-4 MSA (Developmental Level)
(a) Experience or Education. One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.
(b) Assignment. This is a developmental level MSA position. It is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. Assignments at this level include but are not limited to: interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts 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. The MSA refers all questions requiring immediate medical attention to appropriate health care team member.
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1.Ability to meet, communicate and interact with individuals from varying backgrounds and other health care team members in a courteous
and helpful manner in order to complete job assignments.
2.Ability to use various types of office automation equipment and software.
3.Ability to set up, organize, and maintain record systems.
(3) GS-5 MSA (Full Performance Level)
(a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.
(b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals;performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1.Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from
electronic medical records, scheduling systems and/or reports.
2.Knowledge of basic medical terminology.
3.Ability to make appointments in a clinical setting.
4.Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5.Ability to communicate effectively and professionally with employees at varying grade levels.
6.Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
References: VA HANDBOOK 5005/53 PART II APPENDIX G45
The full performance level of this vacancy is GS5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS3 to GS5.
The position is primarily sedentary with some walking, stooping, bending and carrying of light items.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: . 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: .
This job opportunity announcement may be used to fill additional vacancies.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
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.
Veterans and Transitioning Service Members: Please visit the 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.
If you are unable to apply online view the following link for information regarding an .
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, rsum, 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.
Background checks and security clearance
Drug test required
To apply for this position, you must provide a complete Application Package which includes:
Responses to the online questionnaire (Required)
If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action (Required)
If prior military service, documentation to support Veterans Preference claims which include all copies of your DD Forms-214. (Required)
Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF 15, Application for 10-Point Veteran Preference available at (Required if claiming Preference)
VA Form 10-2850c Application for Associated Health Occupations can be found at:
Transcript (unoffical or official) (required, if using education to qualify for position)
Any other documents required by the checklist.
INCOMPLETE APPLICATION PACKAGES WILL receive a rating of IFFM (ineligible due to missing forms). Requests for reconsideration of ratings will not be considered for applicants who fail to submit a complete application package.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this to 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, documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).
Other Veterans Document
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit .
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 .
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.
This job originated on . For the full announcement and to apply, visit . Only resumes submitted according to the instructions on the job announcement listed at will be considered.
Veterans Affairs, Veterans Health Administration