Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Videos

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

• Performs receptionist and customer service duties to support timely patient care and manages appointment schedules for one or more outpatient clinics.
• Assists with clinic access contingency plans by adjusting appointment times, locations, or dates, and shifting patients to other providers when staffing or coverage conflicts arise.
• Supports patient safety standards by using two forms of identification, such as name and date of birth; may also use the Veterans Identification Card.
• Uses each patient interaction to validate and update demographic information in person or by phone, reducing returned mail and failed contact attempts due to incorrect data.
• Explains VA's mandate to collect insurance information to veterans, families, and eligible patients.
• Collects, scans, and updates health insurance details, supporting the revenue process by identifying patients with third-party insurance.
• Promotes veteran registration for and use of My VA Portal (Cerner).
• As a frontline contact, sets the tone for patient perception of VA healthcare quality.
• Uses tact and diplomacy with veterans who may have multiple health issues and may be frustrated with administrative processes.
• Maintains a caring, compassionate, and sensitive manner when explaining procedures to veterans and families in person or by phone.
• Ensures all required health and administrative documents received are integrated into Powerchart by sending them to the Scanning Department.
• Screens and receives phone calls courteously and promptly, determines the nature of requests, and provides information according to privacy rules and established clinic processes.
• Performs additional duties assigned by the supervisor to support efficient daily operations.
• Interprets and communicates VHA Scheduling Directive requirements and ensures accurate scheduling practices.
• Schedules appointments and uses the Electronic Waiting List accurately and promptly, coordinating with patients to minimize unnecessary trips to the medical center or clinic.
• Notifies the supervisor when clinic access is inadequate or when a patient cannot be scheduled within mandated timeframes.
• Conducts daily review of active and pending referrals, the Electronic Wait List, Recall list, and Audiocare communications for accuracy and appropriate disposition.
• Independently manages responsibilities with minimal supervision, sets priorities, meets deadlines, and adjusts workflow to meet team and patient needs.

Work Schedule: Full Time, Monday - Friday, 8:30AM - 5:00PM
Telework: Ad-Hoc (Per agency need)
Virtual: This is not a virtual position.
Functional Statement #: 93047-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• 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.
• 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.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• 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.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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

Grade Requirement: GS-05

• Experience or Education.
  • Experience. One year of creditable experience equivalent to the next lower grade; OR
  • Education. Two years of education above high school.
• Knowledge, Skills, and Abilities (KSAs). In addition to the experience [or education] above, the candidate must demonstrate the following KSAs:
  • (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
  • (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
  • (c) 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.
  • (d) Ability to schedule medical appointments in a clinical setting.
  • (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
  • (f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.

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

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

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.