Veterans Affairs, Veterans Health Administration Medical Support Assistant (Call Center) in Springfield, Illinois

Veterans Affairs, Veterans Health Administration
1 vacancy in the following location:
  • Springfield, IL
Work Schedule is Full Time - Excepted Service Permanent

Opened Tuesday 10/18/2016 (5 day(s) ago)

** Closes Monday 11/7/2016 (15 day(s) away)

Job Overview

Vacancy Identification Number (VIN): 1823978

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?

This is an external job announcement. Current permanent VA Illiana Health Care System employees, current permanent VA employees from another facility, and current permanent employees from another Federal Agency MUST apply under the INTERNAL announcement, HI-16-DL-1754964-BUunless applying by using Veteran Preference. All applicants applying under this external announcement will be subject to Veterans' preference.

As a VA professional, your opportunities are endless. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to **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.


The Medical Support Assistant (MSA) is located within the Springfield Community Based Outpatient Clinic Scheduling Call Center and is responsible for receiving Veteran calls to the facilities for the purposes of assessing and evaluating need of call and taking appropriate action. The incumbent's primary responsibility is initiating and making clinic appointments in a variety of disciplines and locations including primary care, specialty clinics, and ancillary service areas at Community Based Outpatient Clinics and Danville Medical Center utilizing Appointment Management and applying all applicable rules/guidance set forth. The MSA will schedule and provide appointment dates, coordinating appointments for timeliness to avoid conflicts in patient treatment and to meet the schedule for clinic or service to which referred. Other duties include but are not limited to:

  • Assessing eligibility status of Veteran for purpose of treatment;
  • Registering patient prior to clinic appointment and making assessment if Veteran requires the immediate attention of the Nurse located in the Call Center and transfer the call accordingly;
  • Continually works with the providers and nursing to change appointment when clinically indicated;
  • Receives telephone calls to the VA (i.e., patients, families and friends of patients) regarding availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services, and request for change in schedule appointments;
  • Supports patient safety standards by using two forms of identification of all patients;
  • Provides excellent customer service and must adhere to VA local and National service policies and procedures.

Work Schedule: Monday - Friday, 7:45a.m. to 4:15p.m., may be required to work holidays and weekends

Functional Statement Title/#: Medical Support Assistant, Telephone Call Center

Travel Required
  • Not Required
Relocation Authorized
  • No
Job Requirements
Key Requirements
  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: Monday, November 07, 2016

Basic Requirements:

  • U.S. citizenship. Citizen of the United States.
  • Education or Training: 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 one year above high school; or equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Certification. None required.
  • Physical Standards:See VA Directive and Handbook 5019.
  • English Language Proficiency: Advanced Medical Support Assistants appointed to direct patient care positions must be proficient in both spoken and written English.

Grade Determinations: In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates.

GS-05 MSA (Full Performance Level): Experience: One year of experience equivalent to the next lower grade level. Examples of specialized experience include: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information.


Education. 4 years of education above high school.

You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. a. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. b. Knowledge of basic medical terminology. c. Ability to make appointments in a clinical setting. d. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. e. Ability to communicate effectively and professionally with employees at varying grade levels. f. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

References: VA Handbook 5005/53 June 7, 2012 Part II Appendix G45.

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.

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: 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.

Physical Requirements:The duties and responsibilities of the position require some mobility between various Clinic areas in separate building location sites, but generally the job is sedentary with some standing, stooping, reaching, and lifting up to 20 pounds. Incumbent is required to work with computer equipment at least 75% of the time which impacts hand and wrist motions.

Security Clearance


Additional Information
What To Expect Next

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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points

can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

Other Information

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

Probationary Period: You may be required to complete a one year probationary period.

Equal Employment Opportunity: Actions to fill this position will not be based on discriminatory factors such as sex, race, color, national origin, lawful political affiliation, marital status, physical handicap, age, gender identity, or expression, which are prohibited by law.

Reasonable Accommodations: Department of Veterans Affairs provides reasonable accommodation to applicants and employees with disabilities. If you need reasonable accommodations for any part of the applicant and hiring process, please notify Ms. Debbie Lewis, Selective Placement Coordinator at (217) 554-5969. Reasonable accommodation decisions are made on a case-by-case basis.

Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

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

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

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

Salary Range: $32,318.00 to $42,012.00 / Per Year

Series & Grade: GS-0679-05/05

Supervisory Status: No

Who May Apply: United States Citizens

Control Number: 453220400

Job Announcement Number: HI-16-DL-1823978-S-BU