This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Medical Support Assistant (Call Center)

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VHA-558-13-DU830686

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$28,843.00 to $37,493.00 / Per Year

OPEN PERIOD:

Wednesday, January 23, 2013 to Tuesday, January 29, 2013

SERIES & GRADE:

GS-0679-04

POSITION INFORMATION:

Shift Work - Excepted Service Term NTE 13 Months

PROMOTION POTENTIAL:

04

DUTY LOCATIONS:

1 vacancy in the following location:
Durham, NC United StatesView Map

WHO MAY APPLY:

Rotating Shifts

JOB SUMMARY:

Vacancy Identification Number (VIN): 830686 (Include # on all documents)

 

The call center is a 24 hour operation with rotating shifts. Shifts are 8am-4:30 pm, 10 am-6 pm, 12 pm-8pm, 4 pm to 12 am, 12 am to 8 am, to include weekends and holidays.

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities.  For more information on the Department of Veterans Affairs, go to http://www.vacareers.va.gov/ .  

 This is the developmental level of the position.  The Medical Support Assistant (MSA) is a unique position that provides centralized telephone assistant services to the Durham VAMC (DVAMC) and its community based outpatient clinics.  The MSA position is located in the Veterans Health Administration (VHA), Mid Atlantic Health Care Network (VISN 6), Durham VA Medical Center (MC), and Health Administration Service. 

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.

 

NOTE: The full performance level of this vacancy is GS-04. The actual grade at which an applicant may be selected for this vacancy is GS-04. The Professional Standards Board (a peer-review group) will review the selected candidate’s qualifications and recommend the grade and step at which the candidate will be placed. The salary is based on the grade and step approved for the selected candidate.

NOTE: The Professional Standards Board (a peer-review group) will review the selected candidate’s qualifications and recommend the step at which the candidate will be placed. The salary is based on the grade and step approved for the selected candidate.

 

KEY REQUIREMENTS

  • U. S. Citizenship
  • Must pass pre-employment examination
  • English Language Proficiency required
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required

DUTIES:

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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.

 

The position’s primary functions are to respond to telephone calls from individual veterans and other clients seeking services with the VAMC or requesting information; manage, monitor and respond to emergency response notifications for medical emergencies, system alarms, and activation of elements of the Comprehensive Emergency Management Program 24/7.

 

The position’s primary functions are to respond to telephone calls from individual veterans and other clients seeking services with the VAMC or requesting information; manage, monitor and respond to emergency response notifications for medical emergencies, system alarms, and activation of elements of the Comprehensive Emergency Management Program.

 


QUALIFICATIONS REQUIRED:

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Qualification Requirements:  See VA Handbook 5005/53, Part II, Appendix G, page II-G45-2 & II-G45-3. 

 

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.

 

 

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.


APPLICANTS PLEASE NOTE: 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.  Applicants must, therefore, only report attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html.  All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

Veterans' Preference:

When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference.  For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.

HOW YOU WILL BE EVALUATED:

Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.  You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.


BENEFITS:

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Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life.  For more information please visit us at http://www.va.gov/JOBS/Job_Benefits/benefits.asp .

OTHER INFORMATION:

This position is in the Excepted Service and does not confer competitive status. 

Receiving Service Credit for Earning Annual (Vacation) Leave:  Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.   VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service.  This credited service can be used in determining the rate at which they earn annual leave.

 

Your salary and grade will be determined by the Professional Standards Board (PSB).  The PSB is a peer review process.  The PSB will review your individual qualifications, education, professional training/internship(s) and professional experience to determine the most appropriate salary and grade based on your individual accomplishments.



HOW TO APPLY:

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RELOCATION INCENTIVE IS NOT AUTHORIZED.

 

To begin the process, click the Apply Online button at the right side of this screen to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

YOU MUST INCLUDE VA FORM 10-2850c IN YOUR APPLICATION PACKAGE TO BE CONSIDERED FOR THIS VACANCY.   This form can be found at  http://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf Please also include a copy of the OF306

http://www.opm.gov/Forms/pdf_fill/OF306.pdf

Note: To return to a previously Saved or Incomplete application, just reapply through your account in USAJOBS.  Check your account ( https://my.usajobs.gov/Login.aspx ) to see the status of your application after applying, including any messages that may have been sent to you.

If you cannot apply online:

  1. Click the following link to view and print the occupational questionnaire: View Occupational Questionnaire.
  2. Print this 1203FX form to provide your response to the occupational questionnaire: http://www.opm.gov./forms/pdf_fill/OPM1203fx.pdf 
  3. Fax the completed 1203FX form along with all supporting documents to (478)757-3144.  Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.
  4. Keep a copy of your fax receipt in case verification is needed.

To fax supporting documents you are unable to upload:

  1. Complete this cover page  http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID: 830686.  You must use this fax cover sheet in order for your documents to be matched with your online application.
  2. Fax your documents to (478)757-3144.

The complete Application Package must be submitted by 11:59 PM (EST) on Tuesday, January 29, 2013.

 

Special Employment Consideration:  VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more



REQUIRED DOCUMENTS:

You must provide a complete Application Package which includes:

  1. CV or Resume.
  2. VA Form 10-2850c - Application for Associated Health Occupations (Available at  http://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf (required).
  3. Copy of Transcripts (Does not need be offical copy) (required)
  4. Occupational Questionnaire
  5. Optional Form 306 - Declaration for Federal Employment (Available at http://www.va.gov/vaforms/va/pdf/OF306.pdf This is a required form and must be submitted with your application.
  6. If prior military service, include all copies of your DD214 (Member 4 Copy) (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) http://www.opm.gov/forms/pdf_fill/SF15.pdf .
  7. If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action. (required).

AGENCY CONTACT INFO:

Tridell Morgan
Phone: (919)286-0411x4913
Email: TRIDELL.MORGAN@VA.GOV
Agency Information:
VHA Durham VAMC
PLEASE DO NOT MAIL/E-MAIL
APPLICATIONS
APPLY ONLINE OR FAX ONLY
Thank You, NC
27705
UNITED STATES

WHAT TO EXPECT NEXT:

After we receive your complete application package (including any required documents), your qualifications will be reviewed to decide if you meet the basic requirements.  You will be notified when this decision is made.

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Job Announcement Number:

VHA-558-13-DU830686

Control Number:

336289400