Clarification from the agency

This announcement is an INTERNAL ANNOUNCEMENT and is limited to current permanent employees of the Fargo VA Health Care System and current permanent VA Nationwide employees. Current permanent employees of the Fargo VA Health Care System will receive first consideration. The public and employees of other Federal agencies should apply to announcement number CBSY-12751136-25-MS.

Videos

Duties include, but are not limited to:

• Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines and community care processes.
• Scheduling, canceling, reschedulings patient appointments and/or consults; entering no show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or VACC staff to determine the daily needs of the team, monitoring outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients opt in for community care. Coordinates administrative functions relating to emergency and non emergency transfers to other VA facilities or provicate hospitals and determines appointment type based on the patients eligibility status.
• Ensures the integrity of various databases, and data used in the management of administrative and customer service within the department.
• Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VA Community Care Guidebook and process guides.
• Utilizes consult status to support accurate record of the status of the consult as it moves through the process from approval for Community Care to the point that correct results are attached to the consult.
• Incumbent collaborates with the VA Community Care RNs when a consult requires clinical guidance during the scheduling process.
• Provides follow up calls to patients when it is identified that an appointment was not attended.
• Correctly links Community Care consults with the scheduling package to ensure information is available for others scheduling care in the future thus avoiding conflicts or double scheduling appointments within and outside the VA within similar timeframe.
• Interprets outpatient Community Care policies to patients, their families, agency employees, and Veterans' organizations.
• Assists in initiating communication with the Community Care Contractor regarding specific cases and follows concerns to resolution.
• Requires knowledge of medical terminology due to the technical nature of language utilized by clinicians. Demonstrates knowledge of the technical health care process as it relates to access to care within the VA and within Community Care.

Work Schedule: Monday - Friday, 8:00am - 4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authroized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• 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).

Qualifications

Basic Requirements:

• United States Citizenship: Citizen of the United States.
• Experience and Education.

(1) 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,

(2) Education. One year above high school (TRANSCRIPTS REQUIRED);

OR,

(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPTS REQUIRED).

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.

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 and meet the criteria).

Grade Determinations.

Medical Support Assistant, GS-3 (Entry Level)

Experience or Education. None beyond the basic requirements.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
ii. Ability to utilize computer systems to enter administrative data in patient systems.
iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.


Medical Support Assistant, GS-4 (Developmental Level)

Experience. One year of 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 position;

OR,

Education. Two years of education above high school (TRANSCRIPTS REQUIRED).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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].
ii. 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].
iii. Knowledge of basic medical terminology to assist in the provision of care to patients.
iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.


Medical Support Assistant, GS-5 (Full Performance)

Experience. One year of experience equivalent to the [GS-4] grade level;

OR,

Education. Four years of education above high school (TRANSCRIPTS REQUIRED).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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.
ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
iii. Ability to schedule medical appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties[performing patient support work.
v. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with internal and external customers.
vi. 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-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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.