Vacancy Identification Number (VIN):
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.
How would you like to become a part of a team providing compassionate care to Veterans?
Special Employment Consideration: VA encourages persons with disabilities to apply.
U. S. Citizenship
Must pass pre-employment examination
English Language Proficiency required
Designated and-or Random Drug Testing required
Background and-or Security Investigation required
Hours: Monday - Friday. 8:00am - 4:30pm
The Advanced Call Center Agent was established to ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT).
- The incumbent is responsible for the initial phase of the Telecare Center.
- All incoming telephone calls directed to the Center are screened to determine those calls that can be handled personally, versus those calls that must be referred to other appropriate team members.
- Telephone calls are often numerous and require immediate action.
- Independently solicit relevant demographic information from the caller, and record that information in electronic computer databases.
- Knowledge of the appropriate laws, regulations, and policies to determine eligibility and entitlement to medical care and other VA benefits.
- Knowledge of computerized data entry and information processing systems.
- Setting priorities and deadlines.
- Participating and providing input in problem solving on operational issues or procedures in team meetings.
- Performing administrative follow up actions.
- Evaluating patient information and clinic schedule lists to determine whether a patient is vested.
- Practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service.
NOTE: The full performance level of this vacancy is Grade 6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 to GS-6. The Professional Standards Board (a peer-review group) will review the selected candidate's education and experience and recommend the grade and step at which the candidate will be placed. The salary is based on the grade and step approved for the selected candidate.
Relocation Expenses: Relocation expenses are not authorized for this position.
. Citizen of the United States.
Experience and Education
. Six months 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
. One year above high school; or
nation. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
. None required.
. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted or demoted within the occupation.
(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
(3) If an employee who was converted to title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
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.
. See VA Directive and Handbook 5019.
English Language Proficiency
. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
(a) Experience or Education. One year of experience equivalent to the next lower grade level or 4 years of education above high school.
(b) Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
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.
6. 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.
GS-6 Advanced MSA
(a) Experience. One year of experience equivalent to the next lower grade level.
(b) Assignment. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. For all
assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
References : VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant
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.
When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit
HOW YOU WILL BE EVALUATED:
Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.
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, thrift savings plan, 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
This job opportunity announcement may be used to fill additional vacancies.
This position could be made permanent without further competition.
This position is in the Excepted Service and does not confer competitive status.
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 active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.
The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...