Medical Support Assistant (Emergency Department)
Department Of Veterans Affairs - Buffalo, NY

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Vacancy Identification Number (VIN): 791539 (Include on all documents)


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.

The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who serve our country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Country's service.

If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans .

The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.

The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define “who we are,” our culture, and how we care for Veterans, their families and other beneficiaries. The Values are I ntegrity, C ommitment, A dvocacy, R espect and E xcellence (“ I CARE ”).

America's Veterans need you!

To find out more, go to .


You must be a U.S. citizen to apply for this job.

Subject to a background/suitability investigation.

Designated and/or random drug testing may be required.

Must pass pre-employment examination

English Language Proficiency required.

The incumbent performs as a Medical Support Assistant at the Buffalo VA Medical Center in the Emergency Department with duties and responsibilities that include; receiving patients and visitors escorting them to rooms, answering telephone inquiries, recording and relaying messages and/or redirects calls regarding laboratory reports, x-rays and test results recognizing and referring urgent issues, uses a computer for admitting, routing and discharging patients in and out of the medical treatment facility. Responsible for the registration of patients, entering workload data and validation. Completes Income tests for all Veterans under 50% Service connected. Provides clerical support for medical staff as well as registration/eligibility determinations/information update/insurance card scanning and processing information for new and existing patients critical to accurate patient information. Follows up with patients to ensure follow up care is scheduled; new patients with a primary care provider and existing patients with primary or specialty clinics as advised by medical personnel. Verifies and assures accuracy and completeness of patient demographic information. Responsible for inputting patient census information to track patient movements to other areas of the Medical Center. Continually monitors patient flow and initiates appropriate measures in emergency situations. Facilitates transfers to and from VA and private hospitals and prepares necessary paperwork in a prompt manner. Schedules patient appointments and provides information regarding unit, clinic and hospital policies, procedures and locations to patients, family members, staff, etc. Counsels patients and families on test preparations for certain procedures or exams and explains follow up process. Responds to complex questions involving a range of issues and other duties as assigned.

Tour of Duty: Full Time, Monday - Friday; rotating 8:00 a.m. - 4:30 p.m., 3:00 p.m. - 11:00 p.m., 4:00 p.m. - 12:00 p.m.; and 12:00 a.m. - 8:00 a.m., will work weekends and holiday coverage; subject to change based on agency needs.

ENGLISH LANGUAGE PROFICIENCY: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position.

You must possess six (6) months experience of clerical, office, or other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.


Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)


Must have successfully completed a combination of post high school education and experience as described above? This may be used to meet total qualification requirements. (TRANSCRIPTS REQUIRED)


One (1) year of specialized experience equivalent to a GS- 4 in the Federal service. Specialized experience includes; admission of patients, bed control and counseling for patients and staff on service. Ability to determine eligibility on all applications for hospital, dental treatment, prescriptions and patient placement, skill in giving guidance, answer questions or complaints. Observe and question patients about nature of medical problems to determine if medical emergency exist and refer to appropriate staff. Coordinate scheduling procedures and clinical appointments. OR

EDUCATION: To qualify based on education; you must have successfully completed a full four (4) year course of study. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (You must submit transcripts-unofficial or official with your application).

Combining Education and Experience: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements. It will be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level.

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

A . Ability to communicate orally and in writing in order to deal effectively with people from a variety of backgrounds with varying levels of understanding.

B. Ability to assemble patient records and classify records using proper identification with the ability to follow multistep directions as pertaining to inter-facility appointments and updating records.

C . Ability to organize work, meet deadlines and manage the clerical, administrative processes of a section, while at the same time working effectively as part of a multidisciplinary team or co-workers.

D. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

E . Knowledge of office automation and experience working in a medical environment. This includes knowledge of computer applications/software relating to medical administrative practices.

F. Ability to identify customer’s concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

For more information on these qualification standards, please visit OPM's web site at .


APPLICANTS PLEASE NOTE: 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 (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website:

All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

Your résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

Veterans' Preference:
When applying for Federal Jobs, eligible veterans should claim preference on their application or résumé. Applicants claiming 10-point preference must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted 5 points tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 prior to appointment to document entitlement to preference.

For more information on Veterans' Preference, please visit

Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life. For more information please visit us at .

The Department of Veterans Affairs offers Permanent Change of Station (PCS) relocation services. Permanent Change of Station is the relocation of a household due to government convenience in connection with a transfer between duty stations or facilities. For more information go to .

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 90 or more before any veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at .

Receiving Service Credit for 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. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

INTERVIEWS: Any interviews that may be conducted for this position will use the Performance Based Interviewing (PBI) process. Further information is available at .

Probation: Position is subject to a one (1) year probationary period.

The Federal Government has special appointing authorities for persons with qualifying disabilities (go to

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The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...