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This position serves as a Medical Support Assistant (MSA) in the VA Community Care Department at the Oscar G. Johnson VA Medical Center. The MSA is responsible for a range of duties related to telephone support and management, consult tracking, scanning, and receiving and processing of all mail.

Incumbent Addresses all incoming calls to obtain sufficient information to obtain primary need and assist the patient in obtaining answers to their questions regarding Community Care Consults. Queries patient as to current address and phone number, updating information as needed. Interprets information to make the appropriate referrals to other responsible personnel when the matter is outside of employee's scope of assignment.

• Receiving and processing all mail (incoming and outgoing) received in the VA Community Care Department. Ensures that incoming claims, medical documentation, statements, and general inquiries are properly opened and sorted into established categories for proper processing: Accurately and efficiently reviews incoming correspondence to determine the nature of the question, concern, or issue, and directs the documentation to the proper area for resolution.
• Views and sorts medical documentation and indexes to the correct Veteran by either scanning records to the Veteran's chart or properly directs to the Patient Administrative Service for scanning.
• Assists in training new employees and in updating procedures with experienced employees.
• Assists in requesting records from vendors to complete VA Community Care consult closure metrics.
• Maintains a cooperative working relationship with co-workers, managers, and patients from a wide range of backgrounds and services. Demonstrates ability to effectively communicate both orally and in writing.
• Consistently communicates with and assists customers and staff in a courteous and professional manner. Promotes teamwork by cooperating with and supporting staff and customers in achieving Medical Center goals and mission.
• Manages information security within areas of responsibility to assure that computer system security and confidentiality of sensitive information is maintained. Creates and maintains an environment that ensures confidentiality and privacy of patient information.
• Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients, families, visitors, and members of the interdisciplinary team, including the patient in mutual goal setting, and providing patient advocacy when appropriate.
• Visibly demonstrates the ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) Core Values in interactions with Veterans, staff, and other stakeholders.
• Additional duties or tasks may be assigned by the Service Chief or supervisor to ensure efficient daily operations.
• Other duties as assigned.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Qualifications

Basic Requirements:

CITIZENSHIP: Citizen of the United States.

ENGLISH: MSAs must be proficient in spoken and written English.

EXPERIENCE: No experience required.

EDUCATION: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT ONE OF THE FOLLOWING GRADE LEVELS TO QUALIFY FOR THIS POSITION.

Grade Requirements:

GS-3 - This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision.

Experience or Education: None beyond the basic requirements.

GS-4 - This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks.

Experience: One year of creditable experience that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position and that is equivalent to the next lower grade level (GS-3)

OR

Education: One year of education above high school. (TRANSCRIPTS REQUIRED).

AND
Demonstrated Knowledge, Skills, and Abilities:
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.

GS-5 - This is the full performance level for MSAs. At this level, the MSA is expected to independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.

Experience: One year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments
OR
Education: Two years of education above high school. (TRANSCRIPTS REQUIRED).

AND
Demonstrated Knowledge, Skills and Abilities:
1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

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.

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, resume, 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.