Advanced Medical Support Assistant (Call Center)

Duties include but not limited to:

Consult and Appointment Management: The MSA is responsible for following through on providers orders including scheduling appropriate consultation requests labs x-rays and various other specialty clinics available at the CBOC. Incumbent will schedule all appointments with the patients input either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the clinic whenever possible. Notifies supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults.

a) Patient appointments will be scheduled in accordance with all applicable Scheduling Directives.
b) Appointments are entered upon receipt and entered correctly.
c) Correct scheduling errors within one day of receipt.
d) Return appointments will be scheduled before the patient leaves the check-out area and given a card or letter which details the date and time of their next appointment if desired.
e) Cancel clinic availability in scheduling grids for assigned Teamlets when notified of clinicians absence.

The MSA will assist the veteran in creating a beneficiary travel request via paper form or use of the veteran kiosk.

Meets Communicates and Interacts. Demonstrates ability to meet communicate and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments.

Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software to include ability to set up organize and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information per HIPAA requirements.

Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Works Independently. The A/MSA will work in a proficient and self-directed manner to accomplish a wide variety of tasks. The A/MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Work Schedule: Monday -Friday 7:30am -4:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 91463VS
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave 13 days of sick leave 11 paid Federal holidays per year)Parental Leave: After 12 months of employment up to 12 weeks of paid parental leave in connection with the birth adoption or foster care placement of a child.
Child Care Subsidy: After 60 days of employment full time employees with a total family income below $144000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 ( Effective May 7 2025 drivers licenses or state-issued identification 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.

• 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.

NOTE: You must include qualifying specialized experience employment periods in mm/yyyy to mm/yyyy format on your resume and indicate Full-Time or Part-Time (if Part-time must include # of hours worked per week). AND if you have held a Government position that positions grade level MUST be listed on your resume; Failure to include all requirements in your resume may result in disqualification. Please refer to USAJOBS Help Center - What should I include in my federal resume for additional information on resume requirements.

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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Education: High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.