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Medical Support Assistant

Our mission is to fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?

The incumbent serves as a Medical Support Assistant in Care in the Community (CITC) call center. Patient care is delivered indirectly by way of telephone. S / he works as a member of the Care in the Community healthcare team including Advanced Medical Support Assistants, Nursing staff, non-VA providers and hospitals to assure proper care for the veterans. Important interfaces and collaborations also occur with members of a larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs.

Duties include, but are not limited to :

• Responsible for and coordinates the all-phone calls for the Care in the Community service.
• This individual is the primary contact for all incoming calls and ensures timely response to patient / callers that potentially have an emergent or urgent care need through prompt identification of problem and referral to the appropriate AMSA or RN for action.
• Screens / receives phone calls in a courteous and timely manner.
• Informing patients of changes in their care related clinics, provider and / or appointment times.
• Schedules New Patient appointments in a timely manner.
• Provides appropriate referral information for care in the community to Veteran or Community Care Provider as requested.
• Handles complex situations to the best of their ability and problem solving before deferring the situation to their Supervisor.
• Provides administrative support to CITC administration as assigned.

Work Schedule : 8 : 30am - 5 : 00pm, Monday - Friday

Recruitment Incentive (Sign-on Bonus) : Not Authorized

Permanent Change of Station (Relocation Assistance) : Not Authorized

Pay : Competitive salary and regular salary increases

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)

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 : Not Available

Functional Statement # : 000000

Permanent Change of Station (PCS) : Not Authorized

Financial Disclosure : 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.

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.

Effective May 7, 2025, driver's licenses or state-issued identification 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.

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.

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.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations :

Medical Support Assistant, GS-3

Experience or Education. None beyond the basic requirements.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs below :

Medical Support Assistant, GS-4

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

Education. Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. In addition to specialized experience, candidates must demonstrate all of the KSAs below :

Medical Support Assistant, GS-5

Experience. One year of experience equivalent to the [GS-4] grade level; OR

Education. Four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. In addition to specialized experience, candidates must demonstrate all of the KSAs below :