This announcement is open to the public. If you are a current permanent VA Nationwide or permanent employee of anther Federal Agency please apply to CBTG-17117-11290416-22-MKB for consideration.
This position is hybrid title 38 occupations reported among the occupations with the largest staffing shortages and, therefore, under 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the FY 2022.
The Medical Support Assistant serves in the Business Office of the Veterans Affairs Medical Center. The MSA has face to face interaction with the Veteran and/or Veteran's family and will interface with numerous computer applications. The Medical Support Assistant (MSA) position serves as foundational role as a clinic clerk or a call center agent.. The incumbent reports to the Supervisory Medical Support Assistant. The incumbent performs duties related to the receipt, intake, and indexing of health administrative information. The incumbent performs a variety of clerical duties.
As front-line contact with patients and staff, the incumbent sets the tone for the perception concerning quality of healthcare services at the VA. The incumbent must possess a high level of customer service skills and is able to relate those skills when dealing with Veterans, families, and outside customers.
The incumbent 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; ensure escort/transportation services are properly arranged; operate a multi-line telephone system to receive/relay incoming and outgoing telephone messages; faxing/scanning of documents; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; managing both incoming and outgoing calls and mailings; 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. All other duties as assigned.
Work Schedule: Monday - Friday 0745 - 1630 Telework: Not Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Medical Support Assistant/PD000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel
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 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.
4) Certification. None required.
5) 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.
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).
Basic requirements are needed for all grade levels and titles within the 0679 job series. Possession of the basic requirements will only qualify an applicant for the lowest grade of this series (GS-03). For grades above the entry level, additional grade requirements must be met as listed below:
GS-05 (Full Performance Level) Experience or Education. One year of experience equivalent to the next lower grade level (GS-4 grade) which is 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 Medical Support Assistant (MSA) position. Note: Qualifying experience must be at a level comparable to Medical Support Assistant experience or an equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting.
--OR-- 4 years of education above high school. 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to make appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
5. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with internal and external customers.
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.
Preferred Experience: NONE
Grade Determinations: GS-05
References: VA Handbook 5005/53, Part II, Appendix G45
The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is the GS-05 grade.
Physical Requirements: The work is mainly sedentary but requires some bending, walking, standing and the carry of such things as patient records, supplies and inter-office mail. This position may involve more frequent walking to various locations of the medical facility but these do not require unusual physical demands to perform the work. The incumbent has everyday exposure to communicable disease and at times, verbal abuse due to working in close proximity to patients. The incumbent performs a variety of clerical duties in support of the care of physicians, nurses, social workers, dietitians and other professionals. Other responsibilities may include: the care and treatment given to patients such as receiving patients or maintaining patient files; work administering or advising on medical record systems; work maintaining/updating medical records in a ward, clinic, or other such unit of a medical facility.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Additional information
Receiving Service Credit or 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 employee's credit for their active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
This job opportunity announcement may be used to fill additional vacancies.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
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.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter
DD-214/ Statement of Service
Disability Letter (VA)
10-2850c
Resume
Transcript
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/29/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11290417.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. Per the Center for Disease Control and Prevention (CDC), you are fully vaccinated for COVID-19, 2 weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the U.S. Food and Drug Administration or that has been listed for emergency use by the World Health Organization. For Pfizer-BioNTech, Moderna, or AstraZeneca/Oxford, full vaccination is 2 weeks after receiving the second dose in a 2-dose series. For Johnson and Johnson (J&J)/Janssen, full vaccination is 2 weeks after an employee has received a single dose.
HR Office staff must verify your vaccination status prior to issuing a final offer of employment and before you report for New Employee Orientation. In addition, new hires must show vaccination documentation and submit their completed VA FORM 10230, COVID-19 Vaccination Form, to VA HR staff when reporting for New Employee Orientation. HR staff will upload vaccination information in the VA Light Electronic Action Framework (LEAF) system. If you are unable to obtain the COVID-19 vaccination due to a legally covered exception (i.e., medical or religious reasons), VA will provide additional information regarding what information or documentation is needed and how you can request an exception. If you request a legally required exception, you must first complete the VA FORM 10230, COVID-19 Vaccination Form, and return the form to the servicing HR Office staff within 2 business days. The HR Office staff will submit the form to your new supervisor of record for adjudication of the exception request. You may receive a final offer or be appointed while your request for medical or religious exception is being adjudicated. Some positions must be adjudicated favorably prior to receiving a final offer. Please contact the HR Point of Contact listed in the JOA for more information.
James H Quillen VA Medical Center
Corner of Lamont Street and Veterans Way
Mountain Home, TN 37684
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter
DD-214/ Statement of Service
Disability Letter (VA)
10-2850c
Resume
Transcript
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/29/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11290417.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. Per the Center for Disease Control and Prevention (CDC), you are fully vaccinated for COVID-19, 2 weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the U.S. Food and Drug Administration or that has been listed for emergency use by the World Health Organization. For Pfizer-BioNTech, Moderna, or AstraZeneca/Oxford, full vaccination is 2 weeks after receiving the second dose in a 2-dose series. For Johnson and Johnson (J&J)/Janssen, full vaccination is 2 weeks after an employee has received a single dose.
HR Office staff must verify your vaccination status prior to issuing a final offer of employment and before you report for New Employee Orientation. In addition, new hires must show vaccination documentation and submit their completed VA FORM 10230, COVID-19 Vaccination Form, to VA HR staff when reporting for New Employee Orientation. HR staff will upload vaccination information in the VA Light Electronic Action Framework (LEAF) system. If you are unable to obtain the COVID-19 vaccination due to a legally covered exception (i.e., medical or religious reasons), VA will provide additional information regarding what information or documentation is needed and how you can request an exception. If you request a legally required exception, you must first complete the VA FORM 10230, COVID-19 Vaccination Form, and return the form to the servicing HR Office staff within 2 business days. The HR Office staff will submit the form to your new supervisor of record for adjudication of the exception request. You may receive a final offer or be appointed while your request for medical or religious exception is being adjudicated. Some positions must be adjudicated favorably prior to receiving a final offer. Please contact the HR Point of Contact listed in the JOA for more information.
James H Quillen VA Medical Center
Corner of Lamont Street and Veterans Way
Mountain Home, TN 37684
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
