Medical Support Assistant

This position is in the Care in the Community Service at VA Central Texas Health Care System (CTXVHCS), Temple, Texas. The work requires a basic degree of judgment in responding to both employee, patient, vendor concerns and providing solutions to process problems. The MSA can independently perform position responsibilities with frequent supervision and demonstrates the ability to follow set priorities and deadlines, adjusting the flow and sequence of work to meet team and/or patient needs.

Major duties include, but are not limited to: Receive phone calls utilizing the Automated Call Distribution (ACD) system from Veterans, family members, community providers, internal VA staff, etc. providing excellent customer service. Make initial phone calls to Veterans to determine if they opt in/out of community care. Make phone calls to Veterans/community vendors/ facilities to verify attendance at scheduled appointments, answer questions, and resolve basic issues. Document phone calls in the Computerized Patient Record System (CPRS) following established guidelines. Process Faxes timely by following the established Stand of Work with appropriate Enterprise Precision Scanning & Indexing actions taken. Effectively action community care consults, schedule appointments, resolve issues, and ensure ongoing patient (and vendor) satisfaction. Establish collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related to CITC requests to expedite timely approval. Establish collaborative relationships with Contractor staff to ensure efficient communication and problem resolution related to CITC requests. Participate in meetings to identify and resolve issues that impact continuity of care for patients who are receiving CITC care. Identify issues for process improvement and actively participates in service or facility[1]level process improvement activities/teams. Utilize various computer equipment, software packages and systems, VISTA, Microsoft Office, CPRS, HSRM, and troubleshoot minor problems. Assist peers in troubleshooting problems or issues with software or systems used daily. Remain proficient and abreast of changes in processes and procedures involved in CITC by researching and completing training opportunities to improve technical knowledge and enhance role performance. Develop and maintain expertise to serve as a resource within area of assignment. Participate in scheduling training events. Serve as a resource and advocate in the protection of Veteran/family and staff rights. Follow established guidelines for medical record management involving release of information. Keep CITC RNs/LVNs/supervisor aware of identified patient care issues and family concerns. Identify ways to resolve problems/needs and facilitates achieving of desired outcomes. Perform other duties as assigned to accomplish the mission of the program or the service. Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday 0730 - 1600 Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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 $144,000 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) Functional Statement #:53382F, 53383F, 53384F

You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 evaluation/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.

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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/. Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.