Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. Open to current, permanent VA employees of the Milwaukee VA Medical Center (includes CBOCs and VCS)

The primary purpose of the position is to monitor patient and visitor temperatures, verify patient appointments, transport patients to appointments, verify employee identification (IDs), and provide customer service.

• Supports the Milwaukee VAMC's screening process with particular emphasis on customer service. Accurately and efficiently screens visitors, patients, and staff according to current guidelines. This may involve taking temperatures, asking screening questions, and following protocols.
• Supports customer service and customer recovery related to screening and other assigned tasks. Greets patients and visitors in a pleasant and courteous manner. Provides information and directions to patients and visitors including assisting with physical transportation of Veterans within the hospital and clinics. Provides transportation of Veterans to clinic appointments including general wayfinding.
• Answers calls politely and courteously, providing what is being requested in a timely manner. The incumbent takes messages that are accurate and detailed. Attempts to clarify needs, provides direct answers and/or ensures that responses to callers are expedited. Assists other staff in answering telephone calls as to reduce wait times. Answers phone calls from staff to staff when the MSAs are busy and unable to do so, taking calls from clinicians or other related medical personnel. Incumbent may be assigned to any areas of the medical center to assist with telephone and reception duties.
• Incumbent will assist patient with miscellaneous needs such as directions for service needs, waiting room, etc., provide basic customer service assistance and information to patients such as directions to the clinics check in desk, other clinics.
• Supports cleaning and infection control in accordance with SOP or policy. The employee will wipe down workstations, wheelchairs, counters, and other equipment as needed throughout the Facility Access work areas. In addition, provides basic wiping down of all high touch surfaces in hospital and clinic areas.
• Ensures that the east and south entrances are properly supplied with the proper personal protective equipment (PPE) to support safety guidelines and other protocols/efforts, including stocking face masks and/or wheelchairs as needed.
• Incumbent will document visitor(s) information and provide wristbands to adhere to the visitation policy.
• Ensures that patients and visitors are using the correct entrances and exits. Incumbent rounds wheelchairs on the main floor of the hospital in a central location for Veteran usage on an as needed basis. Incumbent is required to utilize CPRS and Vista to verify patient appointments and Veteran inpatient status.
• Incumbent accurately schedules, cancel, and reschedules patients' appointments per VHA scheduling requirements. Consistently monitors appointment requests from multiple sources

Work Schedule: Full-time, 8:00am - 4:30 pm., Sunday - Thursday
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 08116F, 08117F, 08118F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

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 (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.

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:
Experience: Six (6) 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 (1) 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: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

GS-3 Medical Support Assistant:
Experience or Education. None beyond the basic requirements listed above.
AND
Demonstrated Knowledge, Skills and Abilities: Candidates must demonstrate all of the KSAs Below:

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-4: Medical Support Assistant:
Experience: One (1) 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.
AND
Demonstrated Knowledge, Skills and Abilities: Candidates must demonstrate all of the KSAs below:

• 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
• 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.
• Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics'

GS-05 Medical Support Assistant:
Experience: One year of experience equivalent to the GS-4 grade level;
OR
Education: Four years of education above high school.
AND
Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

• 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.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution

Reference: For more information on this qualification standard, please visit https://department.va.gov/employees/va-qualifications-standards/

The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. See VA Directive and Handbook 5019.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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

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.

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

• Resume
• SF-50/ Notification of Personnel Action

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.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please 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.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Resume
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps