Medical Support Assistant

• You must be a U.S. Citizen to apply for this 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.

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 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.

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. No experience required.
• Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• Foreign Education. To be creditable education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

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).

Grade Determinations:

GS-3:

None beyond the basic requirements.

GS-4:

Experience: One year of creditable experience equivalent to the next lower grade (GS-3). Experience includes but is not limited to: applying general rules and policies relating to clinic functions staff and automated data processing methods in support of treatment to patients; utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records; perform front desk duties receives telephone call and visitors to the MSA unit; make and cancel appointments review patient records for necessary information and review patient demographics and insurance verification; consult with clinic staff when processing physician scheduling and administrative orders.; OR
Education: One year of education above high school. (Transcript Required).

Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate all of the KSAs below:

(a) Knowledge of basic medical terminology to assist in the provision of care to patients.
(b) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
(c) Ability to meet communicate and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
(d) Ability to use and navigate between various types of office automation equipment and software (i.e. computer systems web-based scheduling programs; insurance collection system; scanning software multiple line phone systems; electronic faxing programs) to support patient care.

GS-5:
Experience: One year of creditable experience equivalent to the next lower grade (GS-4). Experience includes but is not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.; OR
Education: Two years of education above high school. (Transcript Required).

Demonstrated Knowledge Skills and Abilities. Candidates must demonstrate all of the KSAs below:

(a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
(b) Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.
(c) 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.
(d) Ability to schedule medical appointments in a clinical setting.
(e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
(f) Ability to communicate effectively and professionally in person electronically and/or by telephone with internal and external customers.

Preferred Experience:

• Previous clerical or administrative type work.
• One year experience operating computer programs applications and systems (i.e. email Word Excel Vista CPRS)
• One year of good customer service experience.
• Previous experience receiving and making telephone calls.
• Experience working independently to accomplish duties or tasks.
• Experience resolving informal/formal complaints from customers.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS3 to GS5.

Physical Requirements: The work is sedentary. Some work may require movement between offices hospitals warehouses and similar areas for meetings and to conduct work. Work may also require walking/standing in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.