Medical Support Assistant - Department of Veterans Affairs : Job Details

SummaryThe incumbent serves as a Medical Support Assistant (MSA) at James J. Peters VA Medical Center. James J. Peters VA Medical Center (JJP) is a complexity 1B health care facility providing tertiary care across a broad range of inpatient and outpatient medical services. The medical center provides care to over 24,000 unique veterans, conducts over 300,000 outpatient encounters,130,000 consults, and manages approximately 40,000 inpatient bed days annually.HelpOverview* Accepting applications* Open & closing dates03/12/2025 to 03/19/2025* Salary$37,845 - $61,782 per year* Pay scale & gradeGS 3 - 5* HelpLocation1 vacancy in the following location:* Bronx, NY 1 vacancy* Remote jobNo* Telework eligibleNo* Travel RequiredNot required* Relocation expenses reimbursedNo* Appointment typePermanent* Work scheduleFull-time* ServiceExcepted* Promotion potential5* Job family (Series)* 0679 Medical Support Assistance* Supervisory statusNo* Security clearanceOther* Drug testNo* Position sensitivity and riskNon-sensitive (NS)/Low Risk* Trust determination process* Suitability/Fitness* Financial disclosureNo* Bargaining unit statusYes* Announcement numberCBTE-12708746-25-NL* Control number833536800HelpThis job is open to* Internal to an agencyCurrent federal employees of the hiring agency that posted the job announcement.Clarification from the agencyArea of Consideration: current, permanent James J Peters Bronx VA Medical Center employees onlyVideosHelpDutiesDuties will include, but not limited to:Independently performs a full range of duties related to the delivery of healthcare services at JJP VA Medical Center. The MSA advises clinical staff on current administrative processes, working collaboratively across administrative and clinical services at the medical center to address patient's needs. The MSA provides customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.The MSA's responsibilities can include any point the Veteran interacts with the medical center while navigating their health services. This includes but is not limited to assistance with screening patients, visitors, and caregivers, assisting with Veteran's interaction with kiosks and self-service machines, clinic registration and scheduling. MSA will be required to communicate with Veterans through all patient outreach modalities including: JJP Call Center, VA Video Connect Appointments (VCC), VetText, and Vetlink.The MSA will use advance knowledge of the health care process to ensure clinic utilization is optimized and effectively supports the needs of the organization and the Veterans. This requires practical knowledge of computerized data entry and information processing systems to enter, modify, and retrieve sensitive patient health information (PHI). These systems include electronic health records, consult referral tracking, and patient scheduling systems. MSAs will ensure clinic optimization through generating reports, administrative follow-up actions and evaluation of patient information and clinic schedules.Responsibilities at this level may include, but are not limited to making independent decisions regarding: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information in accordance with VHA national scheduling guidelines; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record; obtaining medical records, faxing, participating in huddles with other MSAs and/or JJP Medical Center staff to determine the daily needs of the facility; monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.The MSA provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. The incumbent is an effective member of a team working collaboratively across all administrative and clinical services throughout the health system.Other related duties may be assigned.Performance will be evaluate based on the incumbent's ability to effectively, efficiently and safely perform duties of the position.Work Schedule: Monday - Friday 8:00am to 4:30pmRecruitment Incentive (Sign-on Bonus): Not AuthorizedPermanent Change of Station (Relocation Assistance): Not AuthorizedTelework: Not AuthorizedVirtual: This is not a virtual position.Functional Statement #: 49758F/49786F/49787FPermanent Change of Station (PCS): Not AuthorizedHelpRequirementsConditions 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 probationary 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 ( 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.* Must pass pre-employment Health Assessment.* Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).* Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.QualificationsBASIC REQUIREMENTS.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.).Experience and Education.Experience. Six months experience of clerical, office, customer service, or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;OR,Education. One year above high school;OR,Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.Physical Requirements. See VA Directive and Handbook 5019.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.GRADE REQUIREMENTS.Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.Grade Determinations. In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidatesMedical Support Assistant, GS-3Experience or Education. None beyond the basic requirements.Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher 6 experienced staff members for more difficult tasks. Assignments at this level include, but are 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 VA Handbook 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.Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.ii. Ability to utilize computer systems to enter administrative data in patient systems.iii. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.Medical Support Assistant, GS-4Experience. One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;OR,Education. Two years of education above high school.Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher 6 experienced staff members for more difficult tasks. Assignments at this level include, but are 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 VA Handbook 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.Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:i. 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.ii. 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.iii. Knowledge of basic medical terminology to assist in the provision of care to patients.iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.Medical Support Assistant, GS-5Experience. One year of experience equivalent to the GS-4 grade level;OR,Education. Four years of education above high school.Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.Demonstrated Knowledge, Skills, and Abilities. 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.EducationNote: 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 informationDuring 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.Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.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.Read more* BenefitsHelpA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.* BenefitsHelpA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.* Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.To apply for this position, you must provide a complete Application Package which includes:* Resume* SF-50/ Notification of Personnel ActionSF-50, Notification of Personnel Action (if applicable for verifying one year of experience at the next lower grade and/or Eligibility):* Most recent SF-50 if you are a current or former Federal employee* An SF-50 showing your one year of experience at the next lower grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one year of experience at the next lower grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one year of experience at the next lower grade* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying one year of experience at the next lower grade.* Examples of appropriate SF-50's include:* Within grade increases at the highest grade held; or* Promotions with an effective date more than one year old; or* SF-50's at the highest grade held with an effective date more than one year old.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.* Resume* Separation Notice (RIF)* SF-15* SF-50/ Notification of Personnel Action* TranscriptVeterans' Preference: Veterans' preference does not apply for internal or other current permanent Federal agency employees.If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.* How to ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 03/19/2025 to receive consideration. To preview the questionnaire click * To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.* Click Submit My Answers to submit your application package.NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.Agency contact informationNyssa LewisPhone 757-###-#### Email [email protected] Bronx VA Medical Center130 West Kingsbridge Rd.Bronx, NY 10468USNext stepsOnce your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.* Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.* Criminal history inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestHelpRequired DocumentsTo apply for this position, you must provide a complete Application Package which includes:* Resume* SF-50/ Notification of Personnel ActionSF-50, Notification of Personnel Action (if applicable for verifying one year of experience at the next lower grade and/or Eligibility):* Most recent SF-50 if you are a current or former Federal employee* An SF-50 showing your one year of experience at the next lower grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one year of experience at the next lower grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one year of experience at the next lower grade* Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying one year of experience at the next lower grade.* Examples of appropriate SF-50's include:* Within grade increases at the highest grade held; or* Promotions with an effective date more than one year old; or* SF-50's at the highest grade held with an effective date more than one year old.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.* Resume* Separation Notice (RIF)* SF-15* SF-50/ Notification of Personnel Action* TranscriptVeterans' Preference: Veterans' preference does not apply for internal or other current permanent Federal agency employees.If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.HelpHow to ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 03/19/2025 to receive consideration. To preview the questionnaire click * To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.* Click Submit My Answers to submit your application package.NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.Read moreAgency contact informationNyssa LewisPhone 757-###-#### Email [email protected] Bronx VA Medical Center130 West Kingsbridge Rd.Bronx, NY 10468USNext stepsOnce your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.Read moreFair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.* Criminal history inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestPrintShare* Email* Facebook* LinkedIn* TwitterHelpOverview* Accepting applications* Open & closing dates03/12/2025 to 03/19/2025* Salary$37,845 - $61,782 per year* Pay scale & gradeGS 3 - 5* Location1 vacancy in the following location:* Bronx, NY 1 vacancy* Remote jobNo* Telework eligibleNo* Travel Required