Medical Support Assistant Job

Vacancy No. CBSX-11228376-21-JAB Department Veterans Health Administration
Salary $28,078.00 to $52,355.00 Grade 3 to 5
Perm/Temp Permanent FT/PT Full-time
Open Date 9/10/2021 Close Date 10/29/2021
Job Link Apply Online Who may apply Public
Locations:
ARCADIA, CABAKERSFIELD, CALOS ANGELES, CALOS ANGELES, CA
SAN LUIS OBISPO, CASANTA BARBARA, CASANTA MARIA, CA

Job Description (Please follow all instructions carefully)
Overview
  • Accepting applications
  • Open & closing dates

    Opening and closing dates 09/10/2021 to 10/29/2021

    This job will close when we have received 100 applications which may be sooner than the closing date. Learn more
  • Service

    Excepted

  • Pay scale & grade

    GS 3 - 5

  • Salary

    $28,078 to $52,355 per year

  • Appointment type

    Permanent

  • Work schedule

    Multiple Schedules

Locations
  • Arcadia, CA MANY vacancies
  • Bakersfield, CA MANY vacancies
  • Los Angeles, CA MANY vacancies
  • Los Angeles County, CA MANY vacancies
  • San Luis Obispo, CA MANY vacancies
  • Santa Barbara, CA MANY vacancies
  • Santa Maria, CA MANY vacancies
Relocation expenses reimbursed

No

Telework eligible

No

This job is open to
  • The public

    U.S. citizens, nationals or those who owe allegiance to the U.S.

Clarification from the agency

THE PUBLIC

Announcement number

CBSX-11228376-21-JAB

Control number

613750800

  • Duties
    Duties Summary

    The Greater Los Angeles VA Health Care System is seeking highly energetic candidates to fill multiple Medical Support Assistant vacancies throughout the facility and its Community Based Outpatient Clinics (CBOCs). Ideal candidates resumes will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments.

    Learn more about this agency
    Responsibilities

    If you are a current, permanent VA Healthcare System /VA Medical Center employee please apply to CBSX-11228358-21-JAB.

    Positions are located within various services and supported catchment areas. MSAs interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Greater Los Angeles VA Health Care System MSA Interview panel no later than 60 days of the vacancy closure.

    Selected candidates should plan to report to Greater Los Angeles VA Health Care System for fingerprinting and a Physical evaluation. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

    The salary range listed on this announcement only reflects the General Schedule incorporating Rest of U.S. basic pay. Upon selection, the salary will be adjusted to include the locality adjustment for the specific location.

    Specialty areas being recruited may include some of the following:

    Business Office. Team of health care professionals that verify eligibility/entitlement for medical benefits and/or travel benefits of applicants. The incumbent advises the veterans of their entitlement to various medical benefits and/or travel benefits and is expected to discuss co=pays, deductibles and/or other matters, therefore extreme tact and diplomacy is required to explain complicated laws in these areas.

    Care in the Community (CitC). The local VA Community Care department is the 'clinic' that coordinates all patient services for Veterans outside the VA Healthcare System in Sepulveda Ambulatory Care Center (SACC) in North Hills.

    Outpatient Clinic Operations/Patient Aligned Care Team (PACT). Team of health care professionals that provides comprehensive primary care in partnership with the patient, and the patient's personal support person(s), and manages and coordinates health care services consistent with agreed upon goals of care.

    Specialty Clinics. A variety of specialized medical, surgical, and mental health outpatient clinics. Services performed in the Specialty Care Clinics include, but are not limited to: Arthritis Clinic, Cardiology Clinic, Cardio-Thoracic Clinic, Chest/Pulmonary Clinic, Colorectal Clinic, Dermatology Clinic, Diabetes Education, Ears, Nose and Throat Clinic, Eye Clinic, Gastroenterology Clinic, General Surgery Clinic, Hand and Plastics Reconstruction Clinic, Liver Clinic, Metabolic/Endocrine Clinic, Neurology and Memory Disorder Clinic, Neurosurgery Clinic, Orthopedics Clinic, Podiatry Clinic, Proctology Clinic, Renal Clinic, Traumatic Brain Injury Clinic, Urology Clinic, and Vascular Clinic. Specialty clinic names may vary from institutions and change over time.

    Typical duties include but are not limited to:

    • Scheduling, canceling, re-scheduling patient's appointments and/or consults
    • Entering no-show information
    • Monitoring electronic wait lists
    • Preparing for clinic visits
    • Establishing and maintaining medical outpatient and inpatient charts as well as administrative records
    • Monitoring both inpatient and outpatient appointments for areas of responsibility
    • Obtaining medical information from patients
    • Coordinating information and actions related to patient care and services
    • 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
    • Other duties as assigned
    Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency)
    Telework Eligible: May be Approved/Not Approved
    Virtual: This is not a virtual
    Compressed work Schedule: May be Approved/Not Approved
    Recruitment/Relocation Incentives: Not authorized.
    Financial Disclosure Report: Not required

    Please Note: This announcement will close after the first 100 applicants are received or on the closing date of the announcement, whichever comes first.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    None

  • Requirements
    Requirements Conditions Of Employment
    • You must be a U.S. Citizen to apply for this job
    • All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to a background/security investigation
    • Must be proficient in written and spoken English
    • Selected applicants will be required to complete an online onboarding process
    • Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)
    Qualifications
    Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, month/year of employment; and average hours worked per week.

    Eligible candidates will be interviewed and must meet a minimum score to be considered for current and/or future vacancies as they occur. Those candidates that meet the interview scoring requirements may be selected and placed into any current available vacancies in any service line. If there are no vacancies candidates will be entered into a pool of future hires and placed as vacancies become available.

    Basic Requirements:
    • Citizenship. Citizen of the United States.
    • 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 3.j.
    • Experience and Education:
      • Six months experience f 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.
    Grade Determinations:
    GS-3 MSA: Possess six (6) months experience of clerical, office, customer service, or other administrative work OR one (1) year above high school.
    Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the following KSAs below::
    1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems.
    3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

    GS-4 MSA (Developmental Level): In addition to the meeting the basic requirements, you must possess one (1) year of experience in clerical, office, customer service, and other administrative work OR two (2) years of education above high school.
    Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the following KSAs below:
    1. 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 facilitate medical care for patients.
    2. Ability to use and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
    3. Knowledge of basic medical terminology to assist in the provision of care to patients.
    4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

    GS-5 MSA (Full Performance Level) Experience or Education. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the next lower grade level OR four (4) years of education above high school.
    Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the following KSAs below:
    1. Ability to operate computerized programs and [systems] in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
    2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
    3. Ability to schedule medical appointments in a clinical setting.
    4. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work.
    5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
    6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

    Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, 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 appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when [patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

    References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.

    Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.
    Education

    IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

    Additional information

    Receiving Service Credit or 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 employee's 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

    This job opportunity announcement may be used to fill additional vacancies.

    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

    This position is in the Excepted Service and does not confer competitive status.

    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.

    Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

    If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

    Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

    Background checks and security clearance
    Security clearance

    Other

    Drug test required

    No

    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process

    Suitability/Fitness

  • Required Documents
    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    • Resume


    VA Form 10-2850c Application for Associated Health Occupations can be found at: https://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf.

    Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, month/year of employment; and average hours worked per week.

    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

    • DD-214/ Statement of Service
    • Disability Letter (VA)
    • OF-306
    • 10-2850C APPLICATION FOR ASSOCIATED HEALTH OCCUPATIONS
    • Resume
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript


    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and 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 Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

    If you are relying on your education to meet qualification requirements:

    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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits
    Benefits

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • How to Apply
    How to Apply

    All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/29/2021 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11228376.

    1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS 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 USA JOBS account, https://my.usajobs.gov/Account/Login, 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 USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

    NOTE: Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the seasonal influenza program is a condition of employment. It is a requirement that all HCP receive the COVID-19 vaccination and annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption has been granted. HCP in violation of these directives may face disciplinary action up to and including removal from federal service

    HCP for purposes of the influenza vaccination program are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

    HCP for purposes of the COVID-19 vaccination program refers to all paid and unpaid persons who work in or travel to VHA locations who have the potential for direct or indirect exposure to patients or infectious materials, including body substances (e.g., blood, tissue, and specific body fluids); contaminated medical supplies, devices, and equipment; contaminated environmental surfaces; or contaminated air. These HCP may include, but are not limited to, emergency medical service personnel, nurses, nursing assistants, physicians, technicians, therapists, phlebotomists, pharmacists, health professions trainees (HPTs), contractor personnel, and persons (e.g., clerical, dietary, environmental services, laundry, security, maintenance, engineering and facilities management, administrative, billing, and volunteer personnel) not directly involved in patient care but potentially exposed to infectious agents that can be transmitted from HCP and patients. HCP include all VA licensed and unlicensed, clinical and administrative, paid and without compensation, full- and part-time, intermittent, fee basis employees who are expected to perform any or all of their work at these locations. HCP also includes VHA personnel and contractor personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

    Agency contact information James Bullock James Bullock
    Address

    Greater Los Angeles Healthcare System
    11301 Wilshire Boulevard
    Los Angeles, CA 90073
    US
    Learn more about this agency

    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. How would you like to become a part of a team providing compassionate care to 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. The Greater Los Angeles Veterans Affairs Health Care System (GLAVAHCS) strives to provide the highest quality primary, secondary and tertiary health care to its beneficiaries through a compassionate, innovative health care system, excellent training and education of health care professionals, and effective use of available resources.

    Eligible candidates will be interviewed and must meet a minimum score to be considered for current and/or future vacancies as they occur. Those candidates that meet the interview scoring requirements may be selected and placed into any current available vacancies in any service line. If there are no vacancies candidates will be entered into a pool of future hires and placed as vacancies become available.

    Next steps

    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Legal and regulatory guidance

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.