Clarification from the agency

The Area of Consideration for this announcement is to External applicants with Internal applicants of the Department of Veterans Affairs needing to apply to Job Announcement Number CBSU- 10940599 -21-HDM.

Videos

This position will support the Federal Government's response efforts to COVID-19 and is Temporary - Not to Exceed (NTE) 09/30/2021.

The Medical Support Assistant performs as an initial point of contact for the Units, Clinics, Call Centers, Care in the Community (CITC) support staff and other support services within the facility. Duties include but are not limited to:

• Scheduling, canceling, rescheduling patient appointments and or consults;
• Tracking, reviewing and responding to electronic orders consults and other elements in the electronic medical record/systems;
• Entering no-show information;
• Monitoring the electronic wait list;
• Preparing for clinic visits;
• Monitoring patient appointments for areas of responsibility;
• Verifying and updating demographics and insurance information.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be 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

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:
  • Experience. Six months experience of 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 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.
• Physical Requirements: See VA Directive and Handbook 5019.g.
• 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 3.j.

• Operate a computer at a seated position (sedentary) with minimal direction;
• Comply with standards in high stress/high pressure situations;
• Communicate tactfully in high volume, potentially noisy, customer service area;
• Maintain a positive attitude in an environment with high customer demands;
• Learn and apply de-escalation techniques;
• Manage their time;
• Provide directions and instructions to customers in a courteous fashion.

1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

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 [facilitate medical care for patients].
2. Ability to use, [and navigate between], various types of office automation equipment and software [(i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care].
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

1. Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive [medical and patient identifying] information [(PII)] into or from electronic [health] 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 [schedule medical] 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. [Skill in customer service with the ability] to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.

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.