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

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VHA-662-14-980580

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$31,315.00 to $41,448.00 / Per Year

OPEN PERIOD:

Tuesday, October 22, 2013 to Thursday, October 24, 2013

SERIES & GRADE:

GS-0679-00

POSITION INFORMATION:

Full Time - Excepted Service Permanent

DUTY LOCATIONS:

4 vacancies in the following location(s):
Lima, OH United StatesView Map
Dayton, OH United StatesView Map
Springfield, OH United StatesView Map
Middletown, OH United StatesView Map

WHO MAY APPLY:

United States Citizens

JOB SUMMARY:

Vacancy Identification Number (VIN): 980580          

 

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?

 

Note:  The full performance 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 - GS-4.  The Professional Standards Board ( 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.

 

 

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.

 

Special Employment Consideration:  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 excepted appointment authority.

 

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

KEY REQUIREMENTS

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

DUTIES:

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These positions are located at the Dayton, Ohio VA Medical Center community Based Outpatient Clinic Middletown CBOC, Lima CBOC, Springfield CBOC, and the Dayton VA Medical Center, Primary Care Service.  Supports all Patient Aligned Care Team (PACT) initiatives.  The incumbent provides outstanding customer service on a routine basis by actively listening to customers with respect and concerns; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The incumbent responds to inquires from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Incumbent utilizes his/her knowledge of Prime Care Clinics procedures and processes in order to accurately schedule appointments in VISTA in the appropriate physician/specialty clinics in accordance with existing procedures and guidelines. Incumbent uses knowledge of Primary Care and Patient Business Service procedures and guidelines to clearly inform our customers (orally or in writing), or be able to direct inquires regarding services to the appropriate personnel for resolution. Incumbent promptly answers, screens, and prioritizes telephone calls in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies.  Performance in the telephone room contributes to meeting the overall VHA performance goals of Average Speed of Answer (ASA), and Abandonment Rate (AR) as outlined in VHA Directive 3007-033, Telephone Services for Clinical Care. Incumbent effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient; demonstrates ability to provide clear, understandable and correct information to internal and external customers; provides and accepts written and/or oral communication to and from professional staff regarding patient concerns, so that the proper resolution may be rendered for the benefit of the patient and the organization; completes written requests to non VA medical offices/facilities to secure patient treatment documents in support of expeditious patient continuity of care. Incumbent schedules medical appointment for patient and is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient; schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VISTA) scheduling options; uses established business rules to schedule appointments for Veterans. Incumbent monitors and manages the Recall Reminder (RR) or Electronic Wait List (EWL) lists and completes follow-up call to Veterans; documents contact in CPRS.

Tour of Duty: Monday - Friday, 8:00 a.m. - 4:30 p.m.

May be required to work extended evenings and/or weekend Tours

 

 


QUALIFICATIONS REQUIRED:

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BASIC REQUIREMENTS.

 

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g.)

 

Experience and Education. 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

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.

Certification. None required.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

 

(1) Such employees may be reassigned, promoted or demoted within the occupation.

 

(2)  Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

 

(3) If an employee who was converted to title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

 

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.

 

Physical Requirements.The work is primarily sedentary.  However, there may be some walking, standing, bending, carrying, and lifting lights items such as papers, books, and files.  No special physical demands are required.

 

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 3j.

 

 

GRADE REQUIREMENTS:

 

a. Creditable Experience

 

(1) Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) 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: 

 

GS-3 MSA (Entry Level)

 

(a) Experience or Education.  None beyond the basic requirements.

 

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 the high school.

 

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.

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.

GS-5 MSA (Full Performance Level)

Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.  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.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:

 

KSA 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.

 

KSA 2 - Knowledge of basic medical terminology.

 

KSA 3 - Ability to make appointments in a clinical setting.

 

KSA 4 - Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

 

KSA 5 - Ability to communicate effectively and professionally with employees at varying grade levels.

 

KSA 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.

 

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

References : Input applicable reference and links.  VA Handbook 5005/23, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD .


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.

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.  

 

 



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: 980580.  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 Thursday, October 24, 2013.

 

Need additional assistance on How To Apply Online: Click on the link for the Application Manager Quick Start Guide.



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
  4. If prior military service, include all copies of your DD Forms 214 (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. (required).

 

Mailed documents will not be accepted

AGENCY CONTACT INFO:

Cheryl Bush
Phone: (937)268-6511x2499
Email: CHERYL.BUSH2@VA.GOV
Agency Information:
VHA Dayton VAMC
Department of Veteran Affairs
4100 West Third Street
HRM Service
Dayton, OH
45428

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-662-14-980580

Control Number:

353687000