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Medical Support Assistant (Call Center Agent)

Company Name:
Department Of Veterans Affairs
United States Citizens Excepted Service Permanent Full Time Vacancy Identification Number (VIN) 1163916
OUR MISSION: To fulfill President Lincoln''s promise - "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America''s Veterans.
As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities and leadership positions at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to /
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.
Must be a U.S. Citizen Must be proficient in written and spoken English Must pass pre-employment examination Background and-or Security Investigation required Selective Service Registration is required for males born after 12/31/1959.
Medical Support Assistant (Call Center Agent) is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with national scheduling guidelines, canceling, re-scheduling patient''s appointments, verifying and updating demographics and insurance information. All incoming calls directed to the Clinical Call Center are screened by the Call Center Agent to determine whether those calls can be appropriately handled by the Agent or if they need to be directed to other team members thus improving responsiveness to Veterans questions and concerns. This program is a clinical and administrative network designed to provide fast responsive help to Veterans seeking care which include but not limited to Primary Care, numerous Specialty Care clinics, Mental Health and CBOCs, assesses the patient needs, practices independent decision-making, coordinates care needs and direct problem resolution as appropriate.
Work Schedule: Monday-Friday, 08:00AM- 04:30PM
BASIC REQUIREMENTS:
. U.S. citizenship.
. Experience: Six months of experience of clerical, office or other 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 MSA
Experience or Education: None beyond the basic requirements. This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.
GS-4 MSA
Experience or Education: One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school. In addition, the candidate must demonstrate the following knowledge, skills, and abilities: 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 complete job assignments. Ability to use various types of office automation equipment and software. Ability to set up, organize, and maintain record systems.
GS-5 MSA
Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs As follows:
1.Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
2.Knowledge of basic medical terminology.
3.Ability to make appointments in a clinical setting.
4.Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.
5.Ability to communicate effectively and professionally with employees at varying grade levels.
References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant, GS-679 Qualification Standards
PLEASE 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: /. 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.
Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Your application, r sum and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
NOTE: The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3to GS-05.The Professional Standards Board (a peer-review group) will recommend the grade and salary for new appointments. For internal selectees being promoted, the board will determine grade and HR will determine step in accordance with policy.
All applicants are encouraged to apply online.
To apply for this position , you must complete the View Occupational Questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on Tuesday, July 29, 2014 to receive consideration.
1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. 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 USAJOBS account, , 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 USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
All applicants are _ required _ to submit the following supporting document type(s):
Resume
Applicants may also submit the following supporting document type(s),which may not be required for all applicants:
Cover Letter
DD-214
Other (VA FORM 10-2850c -Application for Associated Health Occupations)
Other Veterans Document
SF-15
SF-50
Transcript
Please use this checklist__to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify),documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Veterans'' Preference: When applying for Federal Jobs, eligible Veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veterans Preference" with required proof as stated on the form. For more information, please review the information for disabled Veterans in the application checklist or visit .
Faxing Applications or Supporting Documents:
You are encouraged to apply online. Applying online will allow you to review and track the status of your application. If you are unable to apply online or unable to upload your supporting documents to your online application, follow the directions located at the following site: Fax Options. The Vacancy ID of the job opportunity announcement is 1163916.
NOTE : If you applied online and your application is complete, do not fax the paper application (1203-FX) as this will overwrite your prior online responses and may result in you being found ineligible.
After we receive your complete application package (including all required documents), your qualifications will be reviewed and assigned an initial rating.
We will also review your application to make sure that your r sum supports the answers given in the questionnaire. If your r sum does not support your questionnaire answers, we will adjust your rating accordingly. Based on your ranking or numerical score, you may be referred to the hiring manager for further consideration and possible interview. You will be notified when your rating is determined. VA offers a comprehensive benefits package. This link provides is an overview of the benefits currently . This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.

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