Medical Support Assistant

About the role

This is an OPEN CONTINUOUS ANNOUNCEMENT. The initial cut-off date for referral of eligible applications is Friday, May 29, 2026 and applicants will be referred on an 'as needed' basis thereafter. Announcement will remain open through 08/24/2026 but may be extended or closed after the initial cut-off date if needed prior to the initial closing date.

Note: Vacancies may not currently exist at all locations, but may later prior to the closing date. Applicants will be notified at time of referral.

Responsibilities

• Answer 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
• Enter no-show information and monitor appointment requests from multiple electronic sources
• Participate in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
• Maintain accurate and up-to-date records of appointments in areas of responsibility
• Coordinate administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determine appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.)
• Serve as an initial point of contact for the units, clinics, patient, call centers, CitC, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems
• Utilize practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment
• Apply, knowledge of standard procedures, utilizing medical records, and medical terminology
• Work independently in the accomplishment of a wide variety of duties performing patient support work
• Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers

Requirements

This job is open to all U.S. Citizens

Due to a critical staffing shortage, 38 U.S.C 7412 waives the requirement to apply Veterans preference to ALL external applicants for this job announcement.

Note: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Qualifications

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.
• Experience. No experience required.
• Educational Requirements: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 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: GS-05: Full Performance

• (a) Experience: One year of creditable experience equivalent to the next lower grade; OR
• (b) Education. Two years of education above high school.

In addition to the experience [or education] above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs):

• (a) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• (b) Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• (c) 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.
• (d) Ability to schedule medical appointments in a clinical setting.
• (e) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• (f) Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.