Medical Support Assistant

Summary The incumbent serves as a Medical Support Assistant (MSA) in the VA Community Care Department at the Oscar G. Johnson VA Medical Center. The MSA is responsible for a range of duties related to telephone support and management, scanning, and receiving and processing of all mail. Responsibilities This position serves as a Medical Support Assistant (MSA) in the VA Community Care Department at the Oscar G. Johnson VA Medical Center. The MSA is responsible for a range of duties related to telephone support and management, consult tracking, scanning, and receiving and processing of all mail.Incumbent Addresses all incoming calls to obtain sufficient information to obtain primary need and assist the patient in obtaining answers to their questions regarding Community Care Consults. Queries patient as to current address and phone number, updating information as needed. Interprets information to make the appropriate referrals to other responsible personnel when the matter is outside of employee's scope of assignment. Receiving and processing all mail (incoming and outgoing) received in the VA Community Care Department. Ensures that incoming claims, medical documentation, statements, and general inquiries are properly opened and sorted into established categories for proper processing: Accurately and efficiently reviews incoming correspondence to determine the nature of the question, concern, or issue, and directs the documentation to the proper area for resolution. Views and sorts medical documentation and indexes to the correct Veteran by either scanning records to the Veteran's chart or properly directs to the Patient Administrative Service for scanning. Assists in training new employees and in updating procedures with experienced employees. Assists in requesting records from vendors to complete VA Community Care consult closure metrics. Maintains a cooperative working relationship with co-workers, managers, and patients from a wide range of backgrounds and services. Demonstrates ability to effectively communicate both orally and in writing. Consistently communicates with and assists customers and staff in a courteous and professional manner. Promotes teamwork by cooperating with and supporting staff and customers in achieving Medical Center goals and mission. Manages information security within areas of responsibility to assure that computer system security and confidentiality of sensitive information is maintained. Creates and maintains an environment that ensures confidentiality and privacy of patient information. Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients, families, visitors, and members of the interdisciplinary team, including the patient in mutual goal setting, and providing patient advocacy when appropriate. Visibly demonstrates the ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) Core Values in interactions with Veterans, staff, and other stakeholders. Additional duties or tasks may be assigned by the Service Chief or supervisor to ensure efficient daily operations. Other duties as assigned. Salary Range: GS3: $35,605 -$46,291 GS4: $39,967 -$51,960 GS5: $44,717 -$58,132 VA Careers - Medical Support Assistant: Total Rewards of a Allied Health Professional Work Schedule: Monday- Friday 8:00AM- 4:30PM. Compressed/Flexible: May be Authorized. Pay: Competitive salary and regular salary increase. 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) Telework: This is not a telework position. Virtual: This is not a virtual position. Functional Statement #: #: 09107F, 09108F, 09109F. Requirements Conditions of Employment 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 ( 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. 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. CITIZENSHIP: Citizen of the United States. ENGLISH: MSAs must be proficient in spoken and written English. 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. 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). IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT ONE OF THE FOLLOWING GRADE LEVELS TO QUALIFY FOR THIS POSITION. Grade Determinations: GS-3 - This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. Experience or Education: None beyond the basic requirements. GS-4 - This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Experience: One year of creditable experience that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position and that is equivalent to the next lower grade level (GS-3) OR Education: One year of education above high school. (TRANSCRIPTS REQUIRED). AND Demonstrated Knowledge, Skills, and Abilities: 1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 - This is the full performance level for MSAs. At this level, the MSA is expected to independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Experience: One year of experience equivalent to the GS-4 grade level that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. At this grade level, experience consists of: interacting with internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating insurance information in automated systems; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments OR Education: Two years of education above high school. (TRANSCRIPTS REQUIRED). AND Demonstrated Knowledge, Skills and Abilities: 1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information into or from electron health records, scheduling systems, and/or reports. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. 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: For more information on this qualification standard, please visit The full performance level of this vacancy is GS05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS03 to GS05. 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: 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 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. 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.