Medical Support Assistant (Call Center)

Job family (Series)

0679 Medical Support Assistance

Requirements

Requirements

Conditions of Employment

You must be a U.S. Citizen to apply for this jobDesignated and/or random drug testing requiredSelective Service Registration is required for males born after 12/31/1959You may be required to serve a probationary periodSubject to a background/security investigationMust be proficient in written and spoken EnglishMust meet Education and Licensure requirements of the positionTravel may be required10-2850c Application for Associated Health Occupations RequiredResume/CV required Resume: Your resume should include the following information for each job that you list: Job title; Complete Work Place Addresses; Duties (be as detailed as possible); Month and year start/end dates (e.g. June 2007 to April 2008); Full-time, part-time status (include hours worked per week).Transcript may be requiredParticipation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/28/2019.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.
• 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.

Grade Requirements:

• 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.

References: The qualification standards for this position are covered by VA Handbook 5005, Part II, Appendix G44 August 1, 2019

• Medical Support Assistant Qualification Standard. This qualification standard covers the basic requirements for VHA employment as prescribed by statute in 38 U.S.C. 7402 and 7403.

Physical Requirements: See VA Directive and Handbook 5019. The responsibilities of this position include a variety of tasks, such as performing receptionist and other customer service related duties, maintaining appointment schedules for one or more assigned areas. The incumbent must screen/receive phone calls in a courteous and timely manner, and determine the nature of the requests ad provide proper information. Incumbents must be physically and mentally able to efficiently perform the essential functions of the position without hazard to themselves or others. Normal work of the position requires visual acuity (with the ability to read typewritten characters without strain, corrective lenses permitted), keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially moderate levels of lifting and carrying (15-44 pounds); straight pulling, pushing (up to 4 hours); walking ,standing, and sitting for extended periods of time. While aspects of the position will be performed at a work station, the nature of responsibilities may involve environmental factors that would work both outside and inside, working closely with others, and may occasionally expose the incumbent to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on the needs to complete assignments. Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Additional information

This job opportunity announcement may be used to fill additional vacancies.

This is a random drug testing position.

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 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.

If you are unable to apply online, view the following link for information regarding an Alternate Application.

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, résumé, 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

Security clearance

Other

Drug test required

No

Required Documents

Required Documents

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

• 10-2850c Application for Associated Health Occupations Required

• Resume

1. Resume listing work schedule, hours worked per week, full dates of employment and specific detailed duties performed. (required-all) Please see the How to Apply section at the bottom for helpful resources and training aids for applying to Federal positions.

2. 10-2850c Application for Associated Health Occupations Required must be complete and all questions that require additional explanation must be provided on a separate sheet of paper, and must be current, signed and dated on pages 3 & 4. (required-all) All licenses must be listed.

3. SF-50 or Notification of Personnel Action showing you are/were in the competitive service and the highest grade or promotion potential held. You must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted. (required, if you are Current or prior Federal employee as applicable)

4. A copy of your transcripts that show the degree and date conferred. (highly recommended)

5. DD-214, Certificate of Release or Discharge from Active Duty. Must be the Member 4 or member 2 copy of the DD-214 that shows Character of Service. (As applicable)

6. Documentation of Service-Connected disability: Service-Connected disability letter AND SF-15 Application for 10-Point Veteran Preference (As applicable)

• DD-214
• 10-2850c
• Disability Rating letter/ Schedule A
• Resume
• SF-15
• SF-50
• Transcripts

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 http://www.fedshirevets.gov/job/vetpref/index.aspx.

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.

Benefits

Benefits

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. Learn 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.