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 (Telephone Care Clerk)

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:KK-13-GAR-955284

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$34,907.00 to $45,376.00 / Per Year

OPEN PERIOD:

Wednesday, September 04, 2013 to Friday, September 20, 2013

SERIES & GRADE:

GS-0679-06

POSITION INFORMATION:

Full Time - Excepted Service Permanent

DUTY LOCATIONS:

1 vacancy in the following location:
Somerset, KY United StatesView Map

WHO MAY APPLY:

United States Citizens

JOB SUMMARY:

Vacancy Identification Number (VIN): 955284 

PLEASE READ THIS ANNOUNCEMENT CAREFULLY AND IN ITS ENTIRETY TO ENSURE THAT ALL REQUIRED DOCUMENTS ARE SUBMITTED WITH YOUR APPLICATION PACKAGE.

FAILURE TO SUBMIT A COMPLETE APPLICATON PACKAGE WILL RESULT IN LOSS OF CONSIDERATION

 Vacancy Identification Number (VIN) 955284

OUR MISSION: 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?

YOU CAN MAKE A DIFFERENCE

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/.  

NOTE:  The full performance level of this vacancy is GS-06.  The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06 to GS-06.  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.

VA encourages persons with disabilities to apply

HR Team: If this position is on your facilities hard to recruit and retain list and you have received approval from your facility EDRP Coordinators to include EDRP in this announcement, you must include the following statement:  The incumbent for this position may be eligible to apply for the Education Debt Reduction Program.  Please contact Human Resources at this medical center and speak with the Education Debt Reduction Program Coordinator for additional information.

“VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Tele-work eligibility will be discussed during the interview process or this is a proposed telework position when that level of flexibility is achieved in the VA system.”

KEY REQUIREMENTS

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

DUTIES:

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THIS POSITION IS LOCATED AT THE SOMERSET CBOC. 

 

The incumbent serves as a Telephone Care Clerk for Patient Care Services within the Primary Care Outpatient Clinics.  In this capacity, the incumbent will provide telephone access to our veteran population.  This is a complex role requiring a global understanding of VAMC policies and procedures.  This program is a clinical and administrative network designed to provide fast, responsive assistance for veterans seeking information and care at the medical center.  The immediate goal is to provide the needed information to veterans with a first call resolution.  Calls of an administrative nature will be resolved with as few call hand offs/transfers as necessary.  Calls of a clinical nature will be categorized as per guidelines and routed to the Registered Nurse Staff.  The overall goal is to provide timely and appropriate telephone referral and/or problem resolution.

 

 

Work Schedule:  Monday - Friday, 8:00 a.m. to 4:30 p.m.

 

Relocation Expenses: Relocation expenses are not authorized for this position.

 

 

 

 

 


QUALIFICATIONS REQUIRED:

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GRADE DETERMINATIONS: GS-0679-06

GENERALIZED EXPERIENCE: None

SPECIALIZED EXPERIENCE:

Specialized Experience (All positions except Reporting Stenographer, Shorthand Reporter, and Closed Micro-phone Reporter)-Must have 1 year equivalent to at least the next lower grade level (GS-05)-Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Applicants who have the 1 year of appropriate specialized experience, as indicated in the table, are not required by this standard to have general experience, education above the high school level, or any additional specialized experience to meet the minimum qualification requirements.

 

SUBSTITUTING EDUCATION FOR EXPERIENCE AT THE GS-06 LEVEL:  Not applicable

  

 

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

REGARDING YOUR EXPERIENCE.

References : Input applicable reference and links.   For example:   VA Handbook 5005/23, Part II, Appendix F7, SOCIAL WORKER QUALIFICATION STANDARD , dated February 2009,  and OPM Group Coverage Qualification Standard for Professional and Scientific Positions at http://www.opm.gov/qualifications/standards/IORs/GS0100/0185.htm ( or you may use the following generic citation) VA Handbook 5005 at http://www.va.gov/ohrm/joblistings/VAQualStds.doc (also available in the local Human Resources Office) and OPM Group Coverage Qualification Standard for Professional and Scientific Positions at http://www.opm.gov/qualifications/standards/IORs/GS0100/0185.htm

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) based on your application for this position.

1. A comprehensive knowledge of all Medical Administrative programs with the Outpatient Clinic to be able to assist patients through efficient, effective and compassionate service.  A thorough knowledge is required of all VA regulations, manuals, directives, VANCHCS polices.

2. Knowledge of the VISTA/CPRS system, with specific emphasis on Patient Information Management System (PIMS) softward, and provides for ongoing employee support of applications as they relate to program responsibilities.

3. Ability to consistently provide cheerful service, even under heavy workload pressures and stressful situations.  Knowledge of interviewing techniques and fundamental principles of interpersonal communication to enable incumbent to effectively receive patient calls and determine the nature of the complaint/request.  The work requires a high degree of judgment in analyzing and responding to patient and other callers' concerns, in interpreting the urgency/emergent nature of the call and ensuring the appropriate VANCHCS staff are notified.  The work includes various duties involving different and unrelated processes and methods.  The decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives.  They work involves conditions and elements that must be identified and analyzed to discern interrelationships.

4. The incumbent must be a qualified typist with knowledge of methods used to gather, analyze and evaluate information.  Ablility to collect and presenet data.  Ability to read, understand and apply references and manuals.

 


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: 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.

 

When candidates for Hybrid positions identified in 38 U.S.C. 7401(3), are determined to be approximately equally qualified for a particular opening, hiring preference will be given to veterans and preference eligibles as defined in 5 U.S.C. 2108. 

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.

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

 



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.



HOW TO APPLY:

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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 MUST INCLUDE VA FORM 10-2850c IN YOUR APPLICATION PACKAGE TO BE CONSIDERED FOR THIS VACANCY.   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 (http://www4.va.gov/OHRM/joblistings/uploading-and-using-documents-online.doc) 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 (https://my.usajobs.gov/Account/Login) 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: 955284.  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.
  3. The complete Application Package must be submitted by 11:59 PM (EST) on Friday, September 20, 2013.


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. Occupational Questionnaire View Occupational Questionnaire
  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 http://www.opm.gov/forms/pdf_fill/SF15.pdf).  
  5. If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action indicating current position, grade and step (required).
  6. OF 306 - Declaration for Federal Employment (Available at http://www.opm.gov/forms/pdf_fill/of0306.pdf).  This is a required form and must be submitted with your application.  Not required for Lexington VAMC Employees.
  7.  7.  Unofficial copy of college transcript (required) IF used to qualify.
  8.  8.  Any related licensures or certifications as required by the position.

AGENCY CONTACT INFO:

Terri Kenoly
Phone: (859)233-4511x3254
Email: TERRI.KENOLY@VA.GOV
Agency Information:
VHA Lexington VAMC
Department of Veteran Affairs
VAMC Human Resources 05 LD
1101 Veterans Drive
Lexington, KY
40502-2236
USA

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:

KK-13-GAR-955284

Control Number:

350904000