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This Position Is No Longer Available

Department:  Department Of Veterans Affairs
Agency:  Veterans Affairs, Veterans Health Administration
Job Announcement Number:  AG-T38-13-055-AAM-835208

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

The contents of the announcement can still be viewed.
$24,933.00 to $40,706.00 / Per Year
Thursday, January 31, 2013 to Friday, February 22, 2013
Full Time - Excepted Service Permanent
2 vacancies in the following location:
Austin, TX United StatesView Map
US Citizens and Status Candidates


Vacancy Identification Number (VIN): 835208 

To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – 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 care to Veterans?


As a professional at the US Department of Veterans Affairs (VA), your opportunities are endless.  With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions 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.


The Department of Veterans Affairs - Central Texas Health Care System is located in Temple, Texas, which is centrally located between Austin and Dallas.  It is one of the VA’s largest integrated health care systems with facilities in Austin, Brownwood, Cedar Park, Palestine, Bryan-College Station and Waco.  No State Tax.



These vacancies are advertised at the range of grades covered by the VA qualifications standard.  


NOTE:  The full performance level of this vacancy is GS-05.  The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.  The Professional Standards Board (a peer-review group) will review the selected candidate’s education and experience 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.

Special Employment Consideration:  VA encourages persons with disabilities to apply.



  • 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


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Tour of Duty:  Monday through Friday, 7:30am to 4:00pm.



The purpose of this position is to serve as a clerk assigned to the AOPC Service and outpatient clinics/CBOCs.

Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. They must, at all times remain friendly and courteous, regardless of the patient’s or visitor’s attitude or behavior.

The clerk is responsible for receiving, and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Assures that the patients are electronically checked in for their appointments. Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information. This must be accurately done so date/time stamp reflects the date of each visit is accurate. If the information is not correct, incumbent is responsible for updating all information using the Pre-registration Menu. Responsible for assuring that screens 1 through 5 of the Registration Menu are updated. If patient is required to do a financial assessment (means test) must assure that these are entered into VistA and scanned into CPRS. Provides guidance, directions, and instructions to Veterans in relation to their appointments.

Schedules and provides appointment dates with patient input when possible to reduce no shows. This is a critical step to meet “Missed Opportunities” and other medical center performance measures such as “access to care”. Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center and VHA directives regarding this process. Incumbent is responsible for verifying and completing all orders that he/she transcribes, incumbent has the ability to overbook patients within set guidelines and refers others to the appropriate person to authorize emergent overbooks to the clinic.

A high degree of customer service i.e.; tact, poise and diplomacy must be used in dealing with veterans who may have ‘multiple health problems, and may be frustrated with the diagnostic process. A caring, compassionate and sensitive manner is essential in all customer service contact.

Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of an organization’s program operation. Assists in the planning, review, and reporting of data/statistical results of program/project studies. Organizes computerized data sets, and retrieves computerized data. Performs a basic analysis of the data and generates a variety of reports. Coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. Enters pertinent information into an automated tracking system. Maintains automated system of program-specific data to track suspense’s on items such as appointments made over 30 days, Veterans who have not responded to Recall Scheduling Letters, within 30 days, and the Electronic Wait List.

Captures insurance and demographic information on all Veterans, who hold third-party health plans, explains VA’s role in insurance reimbursement. Accurately enters insurance, information into the buffer as well as copies both sides of the insurance card and faxes this to Medical Care Cost Recovery (MCCR). Counsels Veterans on coverage and need for information to ensure maximum reimbursement for VA.

Receives telephone calls and visitors to the VA, (i.e., patients, families and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments. Questions caller/visitor to obtain sufficient information necessary to determine primary need or area of interest and provides assistance or makes referrals to other responsible VA personnel when matter is outside employee’s scope of assignment. Always handles this in a courteous and polite manner and often serves as the public’s first contact/impression of Central Texas Veterans Health Care System (CTVHCS).

Incumbent is responsible for running the following reports on a daily basis: open text orders, Modified Clinic Appointment Availability Report (MCAR), Patient Care Encounter (PCE), and consult tracking. Performs a basic analysis of the data and generates a variety of reports. Coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate, Enters pertinent information into an automated tracking system.

Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally. Example: when a consult is received the patient’s information is displayed in VistA. The incumbent should be able to access CPRS, go to consult and sign off on the electronic signature and book the appointment. The incumbent may return to VistA to schedule the appointment . The same is true in taking off signed orders. Must assure that the providers or techs have ordered the labs and x-rays so that an appropriate appointment can be made. Incumbent must make sure that all orders are verified and completed electronically in CPRS.

Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Using consult package, changes status of consults to reflect current stage of consult such as received, scheduled, etc. Meets requirements of scheduling consults within 7 days of receipt and reviewing consults pending greater than 120 days. Must meet local policy of scheduling consults In 3 days.

Incumbent schedules outpatient clinic appointments according to VA Directive 2006-055 using Veterans Heath Information Systems and Technology Architecture (VistA) scheduling options. Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Waitlist (EWL). Complies with the mandatory training requirements for the outpatient scheduling process.

Schedules surgical procedures as necessary, coordinating with patient wishes, consultant or surgeons schedules. Arranges and schedules ordered pre-op tests performed in timely

Provides on-the-job training to new employees, provides ongoing process improvements and shares new information/procedures with other staff.

Incumbent will be involved In the recall system for the facility. Will be responsible for taking calls from patients who have received their recall reminder letter and make appointments appropriately. Will also be responsible for calling patients and/or sending letters to remind them of clinic appointments to help bring down our no-show rate.

The incumbent will be required to cross cover for other areas of AOPC due to patient care needs, or workload demands or staff shortages. This requires expertise to properly complete work in multiple areas.

In the performance of official duties, the employee has regular access to printed and or electronic medical records containing sensitive data. The data must be protected under the provision of the Privacy Act and other applicable laws and regulations, VA statutes and policy, and Veterans Health Services and Research Administration (VHSRA) policy. The employee is responsible for (1) protecting that data from unauthorized release and from loss, alteration or unauthorized deletion, and (2) following applicable regulations and Instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement which the employee signs.


Relocation Expenses: Relocation expenses ARE NOT authorized for this position.


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  • a. Citizenship. Citizen of the United States.

  • b. Experience and Education

    (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. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U. S. programs.

  • e. Physical Requirements. Successful completion of a pre-employment/placement physical examination may be required.

  • f. English Language Proficiency. MSAs must be proficient in spoken and written English



a. Creditable Experience

(1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSA5) 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 employed 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 preauthorization 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 at (also available in the local Human Resources Office) and OPM Group Coverage Qualification Standard for Professional and Scientific Positions at



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 (particularly positions with a positive education requirement.)  Therefore, applicants must report only 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: 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


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.


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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


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


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.


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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 may upload the completed form to your USAJOBS or Application Manager account if you apply online.  Then you can use the uploaded form again and again when applying for future vacancies.  Please see this guide ( for more information on uploading and re-using the form in your applications.  Other required forms and documents can also be saved in your account and used the same way.  Applicants are urged to apply online; this process is much easier and faster.


Note: To return to a previously Saved or Incomplete application, just reapply through your account in USAJOBS.  Check your account ( 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:
  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 using the following Vacancy ID: 835208.  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 Friday, February 22, 2013.


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 (REQUIRED).
  3. Occupational Questionnaire (REQUIRED).
  4. If prior military service, include all copies of your DD Forms 214 or proof of service (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  
  5. If currently employed with the Federal Government, include latest SF-50 - Notification of Personnel Action. (required).


Albert A. Mersch
Phone: (254)743-0777
Fax: (478)757-3144
Agency Information:
VHA Central Texas HCS Temple
00000 Fax: (478)757-3144


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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