MSA Community Call Center

Summary

The Medical Support Assistant functions such as an initial point of contact for units, clinics, patients, call centers, or Care in the Community (CITC). Responsibilities include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical records and medical systems. Work requires a knowledge of computerized data entry, information processing systems and software related to patient care.

Duties

• VA Careers – Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major duties of the Medical Support Assistant (MSA) include, but are not limited to: Answering and responding to incoming telephone calls.
• Routing calls to the appropriate resource.
• Determining enrollment and eligibility for services.
• Ensuring all outpatient clinic appointments are scheduled and documented.
• Scheduling/rescheduling/canceling initial and follow-up appointments.
• Routine interactions with internal and external customers in a professional, helpful, respectful and courteous manner.
• Treat all employees and callers with respect, regardless of their level, personality, culture or background showing sensitivity and compassion for others.
• Work Schedule: ???????Full-Time, Monday – Friday; 8:00 AM to 4:30 PM Compressed/Flexible: Avaliable Telework: AD-HOC Virtual: This is not a virtual position.
• Functional Statement #: 52743-A, 52744-A, 52745-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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.

Education

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/.

Required Documents

Prepare the documents below before applying. Always confirm the exact requirements on the official announcement, since they vary by position:

• Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement.
• If you have performed any of those duties or have any of that experience, we are looking for that on your resume.
• We make no assumptions regarding experience.
• It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
• Month & year start/end dates (e.g., June 2007 to April 2008) Full-time or part-time status (include hours worked per week) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided.
• Please note the following.
• Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document.
• This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.
• Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.