Medical Support Assistant
: Job Details :

SummaryThese positions fall under various healthcare service lines within the Medical Centers/clinics and are full-time at 40 hours per week. The Medical Support Assistant (MSA) specific to inpatient care, coordinates administrative and team support in a wide variety of basic administrative functions.This job is open to

• The publicU.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agencyOpen to all US Citizens.VideosDutiesCross-trained in a variety of complex processes and procedures, MSA's work collaboratively and provide administrative support to increase communication and coordination integrity across all services. The incumbent must be able to recognize, prioritize, multitask, communicate effectively, and provide customer service. It is expected that entry level MSAs receive guidance from more experienced staff members until they can work independently without direct supervision. The incumbent is considered the team's authority on clerical and administrative issues and will keep others informed of regulations, policies, and procedures.Duties include but are not limited to:

• Assisting with admissions, discharges, and transfers in and out of assigned units.
• Updating Vocera staff assignments and the Bed Management System per VA directives.
• Communicating with nursing, providers, Veterans, their families, and other departments to expedite patient care and movement.
• Providing float coverage to assist other units as needed.
• Coordinating and transporting discharge medication and specimens for the laboratory as needed.
• Timekeeping
• Maintaining a safe, clean, and organized workspace.
• Scanning, faxing, and updating Eligibility to maintain updated demographic information in patient charts.
• Demonstrates excellent customer service and communication skills.
• Reviews and documents medical outpatient and inpatient electronic health records, as well as administrative records during patients' hospitalization.
• The ability to work in a busy environment, multi-task, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests.
• Other duties as assigned.

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdfMedical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdfWork Schedule: Varies; 8 and -12 hour tours from 0600-2000; rotating weekends & holidays. Most shifts are Monday-Friday 8:00 a.m. - 4:30 p.m. Medical Support Assistants may work tours other than their regular scheduled tour, including working evenings, nights, weekends/holidays to cover shortages or high patient volume. Shift changes will be considered based on patient and facility needs. Compressed/Flexible: Not AuthorizedRecruitment Incentive (Sign-on Bonus): Not AuthorizedPermanent Change of Station (Relocation Assistance): Not AuthorizedTelework: Not AuthorizedVirtual: This is not a virtual position.Functional Statement #: GS-03, FS03813; GS-04, FS03812; GS-05, FS01390Permanent Change of Station (PCS): Not AuthorizedPCS Appraised Value Offer (AVO): Not AuthorizedNotifications:

• This position is a AFGE Bargaining Unit position.
• Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Do not submit an award SF-50.
• This position is in the Excepted Service.

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 probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• 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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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.
• 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.

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-03:Experience or Education. None beyond the basic requirements.ANDDemonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-04:Experience: 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.ANDDemonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

• 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.
• 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.

GS-05 (Full Performance Level):Experience: One year of experience equivalent to the GS-4 grade level;OR,Education: Four years of education above high school.AND Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

• 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.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• 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.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

Preferred Experience: Clerical skills, excellent customer service skills and communications skills. The ability to work in a busy environment, multi-task, ensure compliance, as well as process and follow-up on very high volume of phone calls and written requests. Familiar with electronic medical records.Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.Physical Requirements: See VA Directive and Handbook 5019.EducationIMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 informationReceiving 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.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.

• BenefitsA 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.

• BenefitsA 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
  Rsum Reminder: Your rsum must include the following information each job listed:1. Job title2. Duties (be as detailed as possible)3. Month & year start/end dates (e.g. June 2007 to April 2008)4. Full-time or part-time status (include hours worked per week).Please be aware that your answers will be verified against information provided on your rsum. Be sure that your rsum clearly supports your responses to all of the questions by addressing your work experience in detail.An incomplete application will receive a rating of IFFM (ineligible due to missing forms). Requests for reconsideration will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software or fax transmissions.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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.
  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (Schedule A)
  • Disability Letter (VA)
  • Other
  • Proof of Marriage Status
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript
  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 fromschools 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 11/28/2024 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.To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.Agency contact informationLenwit BelangerPhone781-###-#### X6822Email...@va.govAddressWhite River Junction VA Medical Center215 North Main St.White River Jct., VT 05009USNext 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 request

Required DocumentsTo apply for this position, you must provide a complete Application Package which includes:

• Resume

Rsum Reminder: Your rsum must include the following information each job listed:1. Job title2. Duties (be as detailed as possible)3. Month & year start/end dates (e.g. June 2007 to April 2008)4. Full-time or part-time status (include hours worked per week).Please be aware that your answers will be verified against information provided on your rsum. Be sure that your rsum clearly supports your responses to all of the questions by addressing your work experience in detail.An incomplete application will receive a rating of IFFM (ineligible due to missing forms). Requests for reconsideration will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software or fax transmissions.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• Other
• Proof of Marriage Status
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

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 fromschools 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 11/28/2024 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.To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.Agency contact informationLenwit BelangerPhone781-###-#### X6822Email...@va.govAddressWhite River Junction VA Medical Center215 North Main St.White River Jct., VT 05009USNext 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 & 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 request