"Alerted.org

Summary OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent serves as a Medical Support Assistant in Care in the Community (CITC) call center. Patient care is delivered indirectly by way of telephone. S/he works as a member of the Care in the Community healthcare team including Advanced Medical Support Assistants, Nursing staff, non-VA providers and hospitals to assure proper care for the veterans. Important interfaces and collaborations also occur with members of a larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. Duties include, but are not limited to: Responsible for and coordinates the all-phone calls for the Care in the Community service. This individual is the primary contact for all incoming calls and ensures timely response to patient/callers that potentially have an emergent or urgent care need through prompt identification of problem and referral to the appropriate AMSA or RN for action. Screens/receives phone calls in a courteous and timely manner. Informing patients of changes in their care related clinics, provider and/or appointment times. Schedules New Patient appointments in a timely manner. Provides appropriate referral information for care in the community to Veteran or Community Care Provider as requested. Handles complex situations to the best of their ability and problem solving before deferring the situation to their Supervisor. Provides administrative support to CITC administration as assigned. Work Schedule: 8:30am - 5:00pm, Monday - Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized Financial Disclosure: Not Required 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 trial 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 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. 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. 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, GS-3 Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs below: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. Medical Support Assistant, GS-4 Experience. One year of experience in 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. Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities. In addition to specialized experience, candidates must demonstrate all of the KSAs below: i. 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 [facilitate medical care for patients. ii. Ability to use, and navigate between, various types of office automation equipment and software [(i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care . iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Medical Support Assistant, GS-5 Experience. One year of experience equivalent to the [GS-4] grade level; OR, Education. Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. In addition to specialized experience, candidates must demonstrate all of the KSAs below: i. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive [medical and patient identifying] information (PII) into or from electronic [health] records, scheduling systems, and/or reports. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the [appropriate staff], as necessary, to ensure a satisfactory resolution. Preferred Experience: Excellent customer service skills. Ability to multi-task. Flexibility and reliability. Reference: VA Handbook 5005/53, Part II, Appendix G45 For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: The work is generally sedentary. Typically, the employee sits comfortably to do the work, utilizing a computer, phone, and/or headset. However, walking, bending, pushing/pulling medical file charts, and carrying medical files, cases of paper, etc. are regularly necessary. No special physical demands are required to perform the work as long as extended periods of sitting and using a computer keyboard or mouse are tolerated. Education A transcript must be submitted if qualifications are based on all or partial educational experience. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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.