Clarification from the agency

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

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

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Duties may include but are not limited to:

• The incumbent serves as a Medical Support Assistant in Community Care Service.
• The employee is responsible for initiating and carrying out a variety of administrative and technical duties in support of the Office of Community Care Coordination. This person provides administrative support to coordination of patient care and appointments and logistical factors associated with direct patient care such as the coordination of care between Asheville VAMC, 3 CBOC's and outside facilities, both VA and Community Care.
• Incumbent uses a broad working knowledge of all Community Care programs and services and of the varying priorities and complexities of outside care for specialty services.
• The duties may encompass general clerical duties including, but not limited to, scanning medical records, typing, filing, data entry, scheduling appointments and tests, ensuring the transfer of medical records from and to Asheville VAMC and other facilities, ordering office supplies and necessary forms, timekeeping, if necessary.
• Employee serves as a key contact for Veterans, Veterans' families, and community providers for specialty services, providing information and assistance and acting upon administrative matters in the Veterans' and Asheville VAMC's interest.
• The primary function of the Community Care service is to handle administrative work associated with the authorization, obligation of funds, and processing consults for Community care at the expense of the Department of Veterans Affairs.
• The position requires considerable training and broad working knowledge of and familiarity with the different and complex regulations that are applied to the various fee-based programs and how they are administered and applied.
• It requires independent judgment and decisions made by the incumbent, which will have a substantive impact on the patient and Medical Center.
• The incumbent is directly accountable to the supervisor, Community Care Coordination, but works closely with the Program Manager, Community Care.

Work Schedule: 8:00 am to 4:30 pm
Pay: Competitive salary and regular salary increases
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: ADHOC

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.
• 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.

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.
• Must be proficient in spoken English
• Experience and Education
  • 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-05 Experience:

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

AND

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].v. 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.

Preferred Experience: Reviewing medical records in a clinic or hospital setting insuring files are complete and documents are filed correctly; scanning documents into an electronic health record; and preparing correspondence for fax, mail, or personal pickup. (a) Ability to utilize health information technology and various office software products. (b) Knowledge of health record documentation guidelines and processes for disclosing protected health information.(c) Ability to manage priorities and coordinate work in order to complete duties within required timeframes, and the ability to follow-up on pending issues.(d) Knowledge of policies, procedures, laws, and regulations governing privacy and release of information. 5 (e) Ability to communicate with individuals from various backgrounds to obtain the desired effect or gaining information by establishing rapport.

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

Physical Requirements: The work is primarily sedentary. The incumbent is required to sit for various lengths or time as well as some bending, walking, and lifting. Must be able to operate a computer terminal and be able to manage multiple activities at one time.

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.