Summary The Medical Support Assistant's (MSA) responsibilities include providing medical support for patients undergoing evaluation and care in the Specialty Care (SC) or Primary Care (PC) clinics. Duties include assisting patients in need of appointments and testing in the various clinics. The MSA works under the supervision of the Supervisory MSA, SC or PC clinics, but also will interact frequently with other members of the section. Responsibilities The MSA oversees scheduling of SC or MP clinics appointments that involves telephoning patients and educating patients about preparations and appointments. Duties also involve greeting patients when they arrive and advising the technicians that the patient has arrived, as well as maintaining a provider schedule. The MSA provides support for the various clinics through scheduling consulting appointments, retrieving voice mails and scheduling those voice mail appointments. Knowledge of the following programs is required or must master after training: Vista Scheduling; CPRS, Outlook; MS Lync; VATAS, MS Excel, MS Word; Share Point. Receives, sorts, and delivers to the appropriate individual incoming and outgoing mail or other documents. Operates photocopy machine to make legal or standard size copies of forms, letters, etc. from the original. Assembles and staples or places in binders copied materials. Determines the need to reproduce two-sided copies. Distributes completed photocopy work as directed. Performs general filing including the use of alphabetical, numerical, or chronological filing systems to file reports, correspondence, records, publications, regulations, directives, and similar material. Maintains office supplies. Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not eligible for telework Virtual: This is not a virtual/remote position. Relocation/Recruitment Incentives: Not authorized Requirements Conditions of Employment 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. You may be required to serve a trial period. 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 dentification 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). 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: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). Grade Determinations: Medical Support Assistant, GS-5 Experience: One year of experience equivalent to the GS-4 grade level OR, Education: Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to [schedule medical] appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with [internal and external customers. vi. Skill in customer service with the ability] to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Reference: As outlined in the VA Handbook 5005/117, Part II, Appendix G45.The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019. 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 Receiving Service Credit or 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. 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.
