Summary This is an open continuous announcement which will be used to fill any Medical Support Assistant position that may become vacant within the Erie VA Healthcare System and associated CBOCs for which we are hiring and can be used for up to 90 days after the announcement closes. Applicants will be referred as positions become available. This is an open continuous announcement, the First cut point will be 11/17/2026 with additional cut points every 2 weeks as needed. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The Medical Support Assistant is a complex role requiring an understanding of VA policies, independent decision-making, and multidisciplinary collaboration. The Medical Support Assistant shall demonstrate exceptional interpersonal and customer service communication skills while working collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting a patient's care needs, both clinical and administrative. Some of the major duties of this position include, and are not limited to: Manages telephone calls, in-person inquiries, and secure messages regarding appointments and procedures; gathers necessary information, assists with scheduling changes, and refers matters outside the scope of assignment to the appropriate team or provider. Utilizes computerized data entry and information processing systems, understand the medical center's organization, services, and basic rules governing visitors and patient treatment to efficiently and effectively provide information, schedule appointments, perform record keeping duties, and provide referrals. Determines patient eligibility for care in accordance with VA regulations, public laws, and state laws; refers patients to Enrollment and Eligibility to complete overdue means tests and verify insurance coverage. Reviews records for deficiencies, referral information, and completeness before transfers or specialized care; directs patients to Release of Information to support continuity of care for non-VA referrals and emergency treatment. Schedules and coordinates appointments, consults, follow-ups, procedures, and urgent visits in VistA/VSE and DHCP; provides preparation instructions, records required information, mails or communicates appointment notices, and updates cancellations, corrections, and rescheduling. Resolves scheduling conflicts with the Administrative Officer of the Day, coordinates daily clinic activities with the care team, and generates daily Encounter Action Required Reports in accordance with VA policy. Scheduling directives must be followed, to include complying with next available/desired date policies. Communicates with patients, families, and medical center staff, including patients with physical or mental health challenges. Uses tact, compassion, diplomacy, and sound judgment to establish trust, provide direction, and ensure patients understand and complete required forms and documents, including when they are confused, hostile, and suspicious of the care and treatment needs. Work Schedule: This will be discussed during the interview, multiple work schedules available. Work schedule will be determined upon selection. NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Telework: Not Available. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Requirements Conditions of Employment 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: None. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration: None. Grandfathering Provision: 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). Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations: Medical Support Assistant, GS-5: In addition to the basic requirements, you must meet the grade requirement: Experience: One year of experience equivalent to the GS-4 grade level; OR, Education: Two years of education above high school; AND, Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. 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. 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. Preferred Experience: None. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/ The full performance level of this vacancy is a GS-5. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
