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Job Title: Advanced Medical Support Assistant (Call Center)
Company Name: Veterans Affairs, Veterans Health Administration
Location: Manchester, NH
Position Type: Full Time
Post Date: 09/12/2018
Expire Date: 11/11/2018
Job Categories: Agriculture, Forestry, & Fishing, Customer Service and Call Center, Healthcare, Practitioner and Technician, Information Technology, Law Enforcement, and Security, Medical, Writing/Authoring
Job Description
Advanced Medical Support Assistant (Call Center)

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). All incoming calls directed to the Clinical Call Center will be screened by the Advanced MSA Call Center Agent to determine whether those calls can be appropriately handled by the Agent or if they need to be directed to other team members thus improving responsiveness to Veterans questions and concerns and reducing the overall cost of care by controlling the use of resources. The Advanced MSA Call Center Agent will review the clinics appointment schedule to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the Veterans. Develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. This position includes, but is not limited to, work that requires a practical 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; educating providers about shared patients who may be receiving care at multiple VAs or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service.

Work Schedule: Monday through Friday 7:45 AM to 4:15 PM
Financial Disclosure Report: Not required

Basic Requirements:
a. Citizenship. Citizen of the United States.
b. Experience and Education

(1) Experience. 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
(2) Education. One year above high school; (Transcripts required) or
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (Transcripts required)

Grade Determinations: GS-06 Advanced MSA: In additional to the basic requirements, to qualify at the GS 6 level candidates must have one year of experience equivalent to the next lower grade level (GS 5) and experience that demonstrates the following KSAs below:

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, polices, 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 problem within a complex systems environment.
  5. Advanced knowledge of medical policies and procedure associated with operational activities that affect the patient flow, patient care, and the revenue process.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: Medical Support Assistant Qualification Standards VA Handbook 5005/53 Part II Appendix G45

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.

None

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

  • VA Form 10-2850c
  • Resume


VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search. REQUIRED AT THE TIME OF APPLICATION

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, documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).

  • Cover Letter
  • DD-214
  • OF-306
  • VA Form 10-2850c
  • Proof of Service Connected Disability
  • Resume
  • SF-15
  • SF-50


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 http://www.fedshirevets.gov/job/vetpref/index.aspx.
Qualifications & Requirements
Basic Requirements:
a. Citizenship. Citizen of the United States.
b. Experience and Education

(1) Experience. 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
(2) Education. One year above high school; (Transcripts required) or
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (Transcripts required)

Grade Determinations: GS-06 Advanced MSA: In additional to the basic requirements, to qualify at the GS 6 level candidates must have one year of experience equivalent to the next lower grade level (GS 5) and experience that demonstrates the following KSAs below:

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, polices, 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 problem within a complex systems environment.
  5. Advanced knowledge of medical policies and procedure associated with operational activities that affect the patient flow, patient care, and the revenue process.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
References: Medical Support Assistant Qualification Standards VA Handbook 5005/53 Part II Appendix G45

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.
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:Brian.Strike@va.gov
Website:http://www.ecentralmetrics.com/url/?u=444011020891%2D254&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D350348
Company Description:

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