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Medical Support Assistant

Department of Veterans Affairs
Veterans Health Administration
Veterans Health Administration
This job announcement has closed

Summary

The MSA position serves as the Front Desk Reception/Clinic Clerk and is a foundational role at the Canandaigua VAMC. This position is located in the Canandaigua VA Medical Center. This clinic provides a full range of outpatient services. The services provided by this MSA involve support to all clinical areas in the hospital: Veterans Service Center, Specialty Care services; Patient Aligned Care Teams (PACT); Diagnostic and Therapeutic services, and Behavioral Health care.

Overview

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Job canceled
Open & closing dates
09/29/2023 to 10/13/2023
Salary
$37,696 to - $49,009 per year
Pay scale & grade
GS 5
Location
1 vacancy in the following location:
Canandaigua, NY
1 vacancy
Remote job
No
Telework eligible
No
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
5
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBTE-12144631-23-SJ
Control number
752057500

This job is open to

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Clarification from the agency

This announcement is open to current VA Finger Lakes Health Care employees only.

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Duties

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  • Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment
    of patients
  • Maintains appointment schedules clinics
  • Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs
  • Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification
  • Use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number
  • Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible
    patients
  • Collects, scans, and updates health insurance information serving a major role in the revenue process
  • Contributes to the revenue collection process by identifying patients with third party insurance
  • Set the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment
  • A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their
    family members both in person and on the phone
  • Screen patients in person and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes
  • Phone calls may involve a patient in crisis and require rapid and accurate assessment and problem-solving to triage the call to the appropriate provider
  • Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities;
    a. Schedule appointments, to include processing of return to clinic orders in a timely manner. Appointments
    are made with the patient's input, either in person or by phone. This may require a high level of
    coordination to avoid patients having to make multiple trips to the medical center or clinic whenever
    possible.
    b. Ensure appropriate use of the recall reminder software.
    c. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be
    scheduled within mandated clinic timeframes.
  • Assist patients in coordinating Release of Information (ROI) requests by directing as appropriate to ROI office
  • Serves as the primary contact person for Veterans checking in and directs and assists all Veterans as needed
  • Assists veterans with any kiosk related check in issues, utilizes vetlink software for patient check in and
    demographic updates
  • Able to independently manage position responsibilities with little supervision as well as set priorities
    and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
  • The MSA possesses advanced medical terminology knowledge
  • Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.
    Supervisory Controls
Work Schedule: Monday - Friday 7:30am - 4:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 21N39-0
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Requirements

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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.
  • 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).
  • 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. 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.
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).

GS 05 Requirements
Experience. One year of experience equivalent to the [GS-4] grade level;
OR,
Education. Four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
  • 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.
  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
  • Ability to [schedule medical] appointments in a clinical setting.
  • Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work].
  • Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers].
  • Skill in customer service with the ability to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.
References: VA Handbook 5005/117; Part II; Appendix G45.

The full performance level of this vacancy is GS-05.

Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 job-related non-federal experience or 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.

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.

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 fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process.

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.

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.

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