Medical Support Assistant-Primary Care & Specialty Care Integrated Clinical Community Call Center

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional FUNCTIONS Communication - Demonstrates positive people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward Veterans, visitors, and other employees of the Medical Center in both verbal and written communication. - Maintains Veteran rights, confidentiality, and individuality. - Resolves issues at the lowest level and in a timely manner. - Set limits/boundaries which are clearly defined within the MSA/Veteran relationship. - Have Advanced knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance. - Participate in and independently follow up on team huddles/meetings, sharing information and collaborating with the medical team assuring continuity of care. - Is the main point of contact for all Secure Messages/Message Manager sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion. Administrative and Operational - Serves as an agent in the department for scheduled and unscheduled visits. - Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly. - Prepare reports in various formats and present data to various organizational levels. - Screens call and determine if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional. - Maintains and secures medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPAA). - Enters appropriate information into the Veterans electronic medical record. - Assures appropriate forms including and documents are presented, sent out, or completed by the Veterans. - Facilitates Release of Information for records and documents being received from outside facilities monitor and track the progress of received required information. - Provides clerical support to the area they are assigned to, this includes support to any staff member. - Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload. - Obtains and monitors the use of services, supplies, and equipment for their offices area. - Updates Veteran's demographic information to include the following: address, phone number, insurance, preferred method of communication, guardianship reminder, and other information as new programs are added or changed. - Receives and responds to inquiries via Secure Messaging, Message Manager, VAR, VEText, letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting the appropriate clinical staff member, requesting tests or medications, questions on appointments, scheduling, and various other inquiries. The MSA can recognize and refer urgent inquiries to clinical staff for immediate action as needed. - Works or may be assigned to the PC ICC Call Center (in support of SC ICC) in times of short staffing or high call volumes. - Ability to multitask daily (i.e., changing priorities at a moment's notice in high stress situations). - Coordinates and assists with department services, programs, and outreach events. - Participates in encounter closeout. - Basic knowledge of the technical health care process relating to access to care. - Follows PCMM process for assigning and reassigning Veterans to Primary Care Providers. - Processes all health care providers' order accurately. When needed seeking clarification. - Call Center functions include but are not limited to: Answer all PC ICC and SC ICC incoming calls, and assignment of monthly administrative duties. Work Schedule: Monday-Friday 8am-4:30pm Recruitment/Relocation Incentives: Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) 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: Not Available Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorize

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR College transcript 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Requirements

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. 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.

Required Documents

To apply for this position, you must provide a complete Application Package which includes: Long-form resume/Curriculum vitae (CV) The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please 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) Long-form resume/Curriculum vitae (CV) Recommended - Knowledge, Skills, and Ability (KSA) documentation - listed under qualifications in the announcement Copy of high school diploma/transcript including homeschooling (unofficial or official) OR GED Certificate OR • Proficiency certificate issued by a State or Territorial Board or Department of Education OR post-high school education.

SF-15 SF-50/ Notification of Personnel Action Transcript