Clarification from the agency

This vacancy is open to all current and permanent VA Pacific Island Heath Care employees. NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

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The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to:

• Scheduling, canceling, re-scheduling appointments and/or consults.
• Entering no-show information; monitoring appointment requests from multiple electronic sources.
• Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic.
• Monitoring both inpatient and outpatient appointments in areas of responsibility.
• Verifying and updating demographics and insurance information when patients check in to appointments.
• Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status.

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.
• 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.

• 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:

• 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.
• Grade Determinations:
• GS-3: None beyond the basic requirements. Candidates must demonstrate all of] the KSAs below:
• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.
• GS-4: 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 two (2) years of education above high school AND possess the following KSA's:
• 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.
• 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.
• Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
• GS-5: One year of experience equivalent to the next lower grade level (GS-4) OR four (4) years of education above high school.
• 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: Medical Support Assistant Qualification Standard, GS-0679, VA Handbook 5005/117, Part II, Appendix G45.

• 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: Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, incumbent must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The incumbent is expected to use proper preventive ergonomic techniques to perform duties.

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.