Medical Support Assistant

Summary The incumbent serves as a Medical Support Assistant (MSA) to Patient Care Services for the LTC Charles S. Kettles VA Medical Center. The MSA performs a full range of administrative and clerical duties as a member of the healthcare team. Responsibilities Duties Provides excellent customer service; serves as the receptionist for the nursing station with the ability to determine the nature of calls and answering questions of visitors to the ward; Responds appropriately and assure that all messages are communicated in a timely manner Processes all admissions and transfers in EHR Processes all discharges and transfers to other VA facilities or to private hospitals Handles all patient information in accordance with provisions of the Privacy Act Accurately and timely processes patient information (admits, discharges, appointments, and transfers) Communicates with housekeeping and nursing staff of beds and other areas of the ward/unit that need attention Submits work orders and contacts appropriate staff when requested for emergency repairs or special requests Accurately maintains and reviews patient's medical record according to set procedures Able to retrieve existing documents in Electronic Health Record Assists with the orientation/on the job training of new staff; Acts as a member of the emergency team in cases of codes, disasters, fire or other emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency. In addition: Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides front-line assistance to customers with questions or concerns. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Facilitates any necessary follow-up so as to ensure satisfactory resolution. Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in the inpatient setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. Applies Knowledge of Medical Terminology. In the particular inpatient area supported, demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Works Independently. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor Work Schedule: Full Time; Shifts: Day (7:30 AM - 4:00 PM) Afternoon Shift (3:30 PM - 12:00 AM) Midnight (11:30PM - 8:00 AM), days of the week will vary, Training may be on any shift. May be required to/must be willing to work rotating weekends and holidays Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Medical Support Assistant/GS0679-5 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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 ( 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. 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 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. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC § 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: Medical Support Assistant, GS-3: Experience or Education. None beyond the basic requirements. Medical Support Assistant, GS-4:Experience. One year of creditable experience equivalent to the next lower grade; OR Education. One (1) year of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. 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. 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. Medical Support Assistant, GS-5:Experience. One year of creditable experience equivalent to the next lower grade. Qualifying specialized experience includes: scheduling, canceling, re-scheduling patient's appointments and/or consults; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; reviewing and documenting medical outpatient and inpatient health records; verifying third party insurance and updating information; OR Education. Two (2) years of education above high school. 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. Reference: For more information on this qualification standard, please visit full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-5. Interchange Agreement: Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: Education Documentation Requirements for Proof of High School Completion or higher. If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript official OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) 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. For further information, visit: Additional Information In accordance with Office of the Chief Human Capital Officer (OCHCO) Bulletin, Annual Determination of Staffing Shortages dated 09/25/2025, Veteran's Preference will not be applied to this occupation.This job opportunity announcement may be used to fill additional vacancies. 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.