Medical Support Assistant (Advanced)

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/17/2026 Basic Requirements: Citizenship: Must be a United States Citizen. 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.

01Experience

No experience required.

02Education

High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-06 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS: Specialized Experience: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

To be creditable, this experience must be equivalent to the next lower grade level, GS-05, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes.

Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.

Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND, DEMONSTRATED KNOWLEDGE, SKILLS, AND ABILITIES: Candidates must demonstrate [all of] the KSAs below: KSA-1.

Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. KSA-3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing.

This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. KSA-4. Advanced knowledge of the technical health care process (including, but not limited to: scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. KSA-5.

Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-06.

03Physical Requirements

The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Major duties: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines. Utilizes numerous advanced patient systems to prepare and process authorizations for community facilities. Assists Veterans in scheduling appointments with community providers. Communicate tactfully and effectively with internal and external customers. Processes consults following Office of Community Care procedures and guideline.

Obtains medical documentation from community providers to assist in continuity of care with VA providers. Participates in team huddles and team meetings to manage and plan scheduling and care coordination of the approved Community Care Consults. Independently set priorities and organize work to meet deadlines, ensuring compliance and established processes. Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.

Perform all other duties as assigned Work Schedule: Monday - Friday, 8:00am - 4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Pay: Competitive salary and regular salary increases. 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: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 08036F Permanent Change of Station (PCS): Not Authorized