Medical Support Assistant - Health Administration Service (HAS)
Fort Smith, AR Fort Smith, AR Full-time Full-time $33,906 - $49,009 a year $33,906 - $49,009 a year Duties This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 29, 2023 or until all positions are filled.
Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled.
Currently there are many vacancies throughout the Veterans Health Care System of the Ozarks please select all locations of interest.
Primary duties of the Medical Support Assistant include, but are not limited to:
Performing duties related to the receipt, intake, and indexing of health and administrative information; Utilizing a variety of patient data systems to schedule patient for appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; Schedules, cancels, re-schedules patient's appointments and annotates patient records; Entering no show information and monitoring the electronic wait list; Performing front desk duties, receiving telephone call, and interacting with both internal and external visitors for clinic visits; Monitoring both inpatient and outpatient appointments for areas of responsibility; Ensuring that encounter forms are completed in order to obtain appropriate workload credit; Verifying and updating demographics and third party insurance; updating information in the Insurance Capture Buffer (ICB) system; Coordinating information and actions related to patient care and services; Processing all emergency and non-emergency transfers to other VA facilities or private hospitals; Performing basic eligibility and travel benefits; Responsible for panel management for the assigned Patient Aligned Care Team (PACT); Assisting with communication to and from the team and patient; Communicating with physicians, case managers, and other Patient Aligned Care Team (PACT) members, or allied health professional staff, using sound interpersonal skills and is constantly aware of the sensitive information.
Work Schedule:
Day shift; Various schedules based on the needs of the operation, various schedules to include weekends are available and will be discussed by the hiring manager during the interview.
Telework:
Not Available Virtual:
This is not a virtual position.
Position Title/Functional Statement #:
Medical Support Assistant/564-00110-F, 564-00111-F, 564-00112-F Relocation/Recruitment Incentives:
Not Authorized Permanent Change of Station (PCS):
Not Authorized Financial Disclosure Report:
Not required Requirements 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.
.
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 Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.
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.
(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; OR, (3) Experience/Education Combination.
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Certification.
None required.
Physical Requirements:
See VA Directive and Handbook 5019.
English Language Proficiency.
Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
Grade Determinations.
In addition to the Basic Requirements, the following must be met and demonstrated on your resume in order to qualify for each grade level:
GS-3:
(a) Experience or Education.
None beyond the basic requirements.
(b) Assignment.
This is an entry level MSA position.
It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision.
At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients.
They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records.
They perform front desk duties, receives telephone call, and visitors to the MSA unit.
They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.
They consult with clinic staff when processing physician scheduling and administrative orders.
(c) Demonstrated Knowledge, Skills, and Abilities.
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:
(a) 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, (b) Education.
Two years of education above high school.
Transcript must be submitted.
(c) Assignment.
This is a developmental level MSA position.
It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks.
Assignments at this level include, but are not limited to:
scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines.
MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.
(d) Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate all of the KSAs below:
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:
(a) Experience.
One year of experience equivalent to the GS-4 grade level; OR, (b) Education.
Four years of education above high school.
Transcript must be submitted.
(c) Assignment.
This is the full performance level for MSAs.
At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.
Advises clinical staff on current administrative processes.
The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines.
Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for 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 (i.
e.
TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.
).
(d) 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 5005/53 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.
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.
References:
VA Handbook 5005/53 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.
Physical Requirements:
Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.
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.
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.
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.
Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
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.
Pursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy).
VHA HCPs do not include remote workers who only infrequently enter VHA locations.
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 accommodation 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.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
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, r sum , 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.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits.
Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.
You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes:
Resume Resume Requirement:
Your resume must include the following information:
Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.
Resume must include hours per week for work experience credit.
SF-50, Notification of Personnel Action (REQUIRED for ALL current Federal Employees):
Most recent (non-award) SF-50 if you are a current Federal employee An SF-50 showing your eligibility must be submitted with your application materials.
If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of experience, as required by the announcement.
In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of experience Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying experience and may result in non-consideration.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
Failure to provide the REQUIRED SF-50(s) will result in disqualification.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) Other (1) Performance Appraisal Resume SF-15 SF-50/ Notification of Personnel Action Transcript Selections from this announcement will be made without regard to Veterans' preference in accordance with OCHCO Bulletin dated 9/30/2022.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply All applicants are encouraged to apply online.
To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:
59 PM (ET) on 09/29/2023 to receive consideration.
To preview the questionnaire click https:
//apply.
usastaffing.
gov/ViewQuestionnaire/11833825.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account.
Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https:
//my.
usajobs.
gov/Account/Login, select the Application Status link and then select the more information link for this position.
The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement.
You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information Joshua Bullock Phone 4792366362 Email email protected Address Fayetteville AR VA Medical Center 1100 North College Avenue Fayetteville, AR 72703 US Next steps Once your online application is submitted you will receive a confirmation notification by email.
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.
After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.
Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview.
All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications.
Information regarding your application status can be found in the USAJobs Help Center.
NOTE:
Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
Wearing a face mask is required when an exemption to the influenza vaccination has been granted.
HCP in violation of this directive may face disciplinary action up to and including removal from federal service.
HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.
HPTs may be paid or unpaid and include residents, interns, fellows and students.
HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents To apply for this position, you must provide a complete Application Package which includes:
Resume Resume Requirement:
Your resume must include the following information:
Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.
Resume must include hours per week for work experience credit.
SF-50, Notification of Personnel Action (REQUIRED for ALL current Federal Employees):
Most recent (non-award) SF-50 if you are a current Federal employee An SF-50 showing your eligibility must be submitted with your application materials.
If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of experience, as required by the announcement.
In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of experience Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying experience and may result in non-consideration.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
Failure to provide the REQUIRED SF-50(s) will result in disqualification.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) Other (1) Performance Appraisal Resume SF-15 SF-50/ Notification of Personnel Action Transcript Selections from this announcement will be made without regard to Veterans' preference in accordance with OCHCO Bulletin dated 9/30/2022.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Help This job is open to The public U.
S.
Citizens, Nationals or those who owe allegiance to the U.
S.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled.
Currently there are many vacancies throughout the Veterans Health Care System of the Ozarks please select all locations of interest.
Primary duties of the Medical Support Assistant include, but are not limited to:
Performing duties related to the receipt, intake, and indexing of health and administrative information; Utilizing a variety of patient data systems to schedule patient for appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; Schedules, cancels, re-schedules patient's appointments and annotates patient records; Entering no show information and monitoring the electronic wait list; Performing front desk duties, receiving telephone call, and interacting with both internal and external visitors for clinic visits; Monitoring both inpatient and outpatient appointments for areas of responsibility; Ensuring that encounter forms are completed in order to obtain appropriate workload credit; Verifying and updating demographics and third party insurance; updating information in the Insurance Capture Buffer (ICB) system; Coordinating information and actions related to patient care and services; Processing all emergency and non-emergency transfers to other VA facilities or private hospitals; Performing basic eligibility and travel benefits; Responsible for panel management for the assigned Patient Aligned Care Team (PACT); Assisting with communication to and from the team and patient; Communicating with physicians, case managers, and other Patient Aligned Care Team (PACT) members, or allied health professional staff, using sound interpersonal skills and is constantly aware of the sensitive information.
Work Schedule:
Day shift; Various schedules based on the needs of the operation, various schedules to include weekends are available and will be discussed by the hiring manager during the interview.
Telework:
Not Available Virtual:
This is not a virtual position.
Position Title/Functional Statement #:
Medical Support Assistant/564-00110-F, 564-00111-F, 564-00112-F Relocation/Recruitment Incentives:
Not Authorized Permanent Change of Station (PCS):
Not Authorized Financial Disclosure Report:
Not required Requirements 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.
.
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 Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.
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.
(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; OR, (3) Experience/Education Combination.
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Certification.
None required.
Physical Requirements:
See VA Directive and Handbook 5019.
English Language Proficiency.
Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
Grade Determinations.
In addition to the Basic Requirements, the following must be met and demonstrated on your resume in order to qualify for each grade level:
GS-3:
(a) Experience or Education.
None beyond the basic requirements.
(b) Assignment.
This is an entry level MSA position.
It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision.
At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients.
They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records.
They perform front desk duties, receives telephone call, and visitors to the MSA unit.
They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.
They consult with clinic staff when processing physician scheduling and administrative orders.
(c) Demonstrated Knowledge, Skills, and Abilities.
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:
(a) 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, (b) Education.
Two years of education above high school.
Transcript must be submitted.
(c) Assignment.
This is a developmental level MSA position.
It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks.
Assignments at this level include, but are not limited to:
scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines.
MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.
(d) Demonstrated Knowledge, Skills, and Abilities.
Candidates must demonstrate all of the KSAs below:
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:
(a) Experience.
One year of experience equivalent to the GS-4 grade level; OR, (b) Education.
Four years of education above high school.
Transcript must be submitted.
(c) Assignment.
This is the full performance level for MSAs.
At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.
Advises clinical staff on current administrative processes.
The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines.
Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for 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 (i.
e.
TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.
).
(d) 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 5005/53 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.
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.
References:
VA Handbook 5005/53 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.
Physical Requirements:
Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.
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.
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.
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.
Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
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.
Pursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy).
VHA HCPs do not include remote workers who only infrequently enter VHA locations.
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 accommodation 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.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
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, r sum , 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.
Benefits A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Opens in a new windowLearn more about federal benefits.
Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits.
Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.
You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes:
Resume Resume Requirement:
Your resume must include the following information:
Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.
Resume must include hours per week for work experience credit.
SF-50, Notification of Personnel Action (REQUIRED for ALL current Federal Employees):
Most recent (non-award) SF-50 if you are a current Federal employee An SF-50 showing your eligibility must be submitted with your application materials.
If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of experience, as required by the announcement.
In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of experience Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying experience and may result in non-consideration.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
Failure to provide the REQUIRED SF-50(s) will result in disqualification.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) Other (1) Performance Appraisal Resume SF-15 SF-50/ Notification of Personnel Action Transcript Selections from this announcement will be made without regard to Veterans' preference in accordance with OCHCO Bulletin dated 9/30/2022.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply All applicants are encouraged to apply online.
To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:
59 PM (ET) on 09/29/2023 to receive consideration.
To preview the questionnaire click https:
//apply.
usastaffing.
gov/ViewQuestionnaire/11833825.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account.
Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https:
//my.
usajobs.
gov/Account/Login, select the Application Status link and then select the more information link for this position.
The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement.
You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information Joshua Bullock Phone 4792366362 Email email protected Address Fayetteville AR VA Medical Center 1100 North College Avenue Fayetteville, AR 72703 US Next steps Once your online application is submitted you will receive a confirmation notification by email.
After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.
After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.
Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview.
All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications.
Information regarding your application status can be found in the USAJobs Help Center.
NOTE:
Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
Wearing a face mask is required when an exemption to the influenza vaccination has been granted.
HCP in violation of this directive may face disciplinary action up to and including removal from federal service.
HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.
HPTs may be paid or unpaid and include residents, interns, fellows and students.
HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents To apply for this position, you must provide a complete Application Package which includes:
Resume Resume Requirement:
Your resume must include the following information:
Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.
Resume must include hours per week for work experience credit.
SF-50, Notification of Personnel Action (REQUIRED for ALL current Federal Employees):
Most recent (non-award) SF-50 if you are a current Federal employee An SF-50 showing your eligibility must be submitted with your application materials.
If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of experience, as required by the announcement.
In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of experience Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying experience and may result in non-consideration.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
Failure to provide the REQUIRED SF-50(s) will result in disqualification.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) Other (1) Performance Appraisal Resume SF-15 SF-50/ Notification of Personnel Action Transcript Selections from this announcement will be made without regard to Veterans' preference in accordance with OCHCO Bulletin dated 9/30/2022.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.
S.
Department of Education in order for it to be credited towards qualifications.
Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.
S.
Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Help This job is open to The public U.
S.
Citizens, Nationals or those who owe allegiance to the U.
S.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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