Advanced Medical Support Assistant Job in SALT LAKE CITY, UT

Vacancy No. CBSU-11207432-21-EK Department Veterans Health Administration
Salary $39,311.00 to $51,103.00 Grade 6 to 6
Perm/Temp Permanent FT/PT Full-time
Open Date 8/18/2021 Close Date 11/1/2021
Job Link Apply Online Who may apply Public

Job Description (Please follow all instructions carefully)
  • Accepting applications
  • Open & closing dates

    Opening and closing dates 08/18/2021 to 11/01/2021

  • Service


  • Pay scale & grade

    GS 6

  • Salary

    $39,311 to $51,103 per year

  • Appointment type


  • Work schedule



many vacancies in the following location:

  • Salt Lake City, UT
Relocation expenses reimbursed


Telework eligible


This job is open to
  • The public

    U.S. citizens, nationals or those who owe allegiance to the U.S.

Clarification from the agency

This vacancy is for evening/night shift positions with the VISN 19 Business Office Support Service.

Announcement number


Control number


  • Videos

  • Duties
    Duties Summary

    This is in the Advanced level of the position. The incumbent serves as a Medical Support Assistant in the PACT/SHIP/Specialty Care/Community Care Services Section, Health Administration Services. The position is located at the Business Office of the Rocky Mountain Healthcare Network {VISN 19), in Salt Lake City, Utah.

    Learn more about this agency

    The MSA performs a full range of duties.

    • Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
    • Assignments at this level include, but are not limited to: scheduling, canceling, re­scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter completion in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other clinics, other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e. TRICARE, sharing agreements, etc.).
    • Reviews patients records and physicians' orders on a variety of records; and selects, completes, and routes requests for patient activities and treatment procedures.
    • Counsels' patients, their families, and agency employees on entitlement of benefits.
    • Accountable for adherence to all organizational and departmental policies, directives; and standards pertaining to all job function's, especially the universal scheduling process, the use of electronic wait lists and the recall system, pre-registration updates, check-in, check-out, clinic "clean-up", patient confidentiality and privacy laws, business office policies and insurance capture.
    • Assist the organization in meeting performance measures, collecting information that allows the organization to collect revenue and maintain policies/procedures/operation manuals to meet Joint Commission (JC) and other VHA Quality Assurance (QA) standards.
    • Perform a wide variety of record keeping, correspondence, and tracking operations to include: inputting, deleting, retrieving, manipulating, and correcting information in databases or automated records.
    • Operates a computer keyboard and printer to perform office automation duties, using a variety of software packages.
    • Creates, copies, edits, stores, retrieves, and prints a variety of narrative and tabular material.
    • Prepare documents using the proper format, create form letters and perform grammar checks.
    • Receives and relays incoming and outgoing telephone calls; receives and directs patients and visitors; answers routines inquiries providing information about the office, its functions, and standard operating procedures; and makes appropriate referral of questions concerning patients' conditions.
    • Keeps time and attendance records, orders and keepings records of supplies, assists with tracking budgetary items, and receives and distributes mail to the medical staff and patients. 1Re.searches files and assembles background information on the subject of incoming material prior to referral.
    • Schedules appointments and/or coordinates staff meetings, reminds supervisor/staff members of the subject matter prior to the meeting, and makes administrative arrangements as required.
    • Works collaboratively in an int??disciplinary coordinated care delivery model.
    • Coordinates with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
    • Develop/maintain effective and efficient communication· with the patient, interdisciplinary team, VA medical centers, and other agencies.
    Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre­appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and. bringing to the attention of the provider.

    Work Schedule: Full Time, Permanent, Evening/Night Shift 3:30 PM -12:00 AM
    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status


    Promotion Potential


  • Requirements
    Requirements Conditions Of Employment
    • You must be a U.S. Citizen to apply for this job
    • Designated and/or random drug testing may be required
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to a background/security investigation
    • Must be proficient in written and spoken English
    • Selected applicants will be required to complete an online onboarding process

    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 or Education
      • Experience: Six months experience of clerical, office or other 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 (transcript is required with application); OR
      • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application);
    • 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 3j.
    Preferred Experience: 2 to 3 years of administrative experience - health care settings preferred; Associates degree or higher desired; Experience using FBCS, Vista, and Excel

    Grade Determinations: In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates:

    Advanced Medical Support Assistant, GS-06 - In order to be found qualified for this position, you must possess the following;
    Experience. One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade must include; Knowledge of medical terminology, scheduling appointments (including interpreting and verifying provider orders), canceling, re-scheduling patient's appointments and/or consults; use of Microsoft Office, entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting.

    Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
    1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations
    2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational level.
    3. Advanced knowledge of the technical health care process as it relates to access to care.
    4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
    5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
    6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
    GS-06 Advanced Medical Support Assistant assignment: The Advanced MSA works collaboratively with staff at the Medical Center, Contract Vendors, Medical Center affiliates, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate Veteran PACT/SHIP/Specialty Care/Community Care and Choice activities. This coordination involves mutli-disciplinary communication and coordination as a member of a cross-functional team. The Incumbent will coordinate and is responsible for all administrative duties associated with the Choice Program and PACT/BHIP/Specialty Care/Community Care Coordination, receives consults via the electronic medical record, coordinates and receives the necessary documentations to facilitate the processing of the consult, ensures that the Veteran receives the appropriate PACT/BHIP/Specialty Care/Community Care appointment and closes out the consult when completed. Provides patients correct instructions on test preparation, diets, and procedural requirements for varying procedures and specialty services specific to each community provider's standard of care which affects the efficiency, accuracy, and acceptability of patient care procedures, processes, and services in the community.

    References: VA Handbook 5005/53; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06.

    Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail.

    IMPORTANT: 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 information

    This job opportunity announcement may be used to fill additional vacancies.

    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

    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.

    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.

    If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

    Your resume (and/or curriculum vitae) must include the following information for each job listed:

    • Job title
    • Pay Plan and Grades Held (for Federal positions)
    • Duties: Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
    • Month & year start/end dates (e.g. June 2007 to April 2008)
    • Full-time or part-time status (include hours worked per week)
    For example:
    • Supervisory Human Resources Specialist (Employee/Labor Relations)
    • Any VA Healthcare System, Address City, State ZIP
    • Full-Time (40 Hours Per Week)
    • GS-12 Step 2 4/2019 - Present
    • GS-12 Step 1 4/2018 - 4/2019
      • Duty related to the position you are applying to
      • Duty related to the position you are applying to
      • Duty related to the position you are applying to

    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.

    Background checks and security clearance
    Security clearance


    Drug test required


    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process


  • Required Documents
    Required Documents

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

    1. Resume (Required) Please be as detailed as possible as to how your experience relates to the requirements of this vacancy, as we will not make assumptions as to your qualifications. Specific experience is denoted within this announcement.2.

    SF50 - (IF APPLICABLE) If you are a current permanent employee of VA or the Federal Government you MUST provide your most current SF50 denoting current Title, Series, Grade, Step, and Tenure. Award SF50s do not always provide this information. If you are a prior Federal Service Employee you may provide subsequent SF50's to show experience at next lowest grade level or at position grade has been met.

    Optional at the time of application: VA Form 10-2850c Application for Associated Health Occupations can be found at:

    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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)
    • License
    • OF-306
    • Other (1)
    • PCS Orders
    • Performance Appraisal
    • Professional Certification
    • Proof of Enrollment
    • Proof of Marriage Status
    • Resume
    • Separation Notice (RIF)
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript

    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

    As of 1 October 2020 until 30 September 2021 Veterans Preference has been waived for the GS-0679 Occupational Series. Ref: SECVA signed Memo 10-08-2020

    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.

  • Benefits

    A 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.

    Eligibility 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 to Apply
    How to Apply

    All 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 11/01/2021 to receive consideration. To preview the questionnaire click

    1. 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.
    2. 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.

    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.

    Agency contact information JAMES KIDWELL JAMES KIDWELL

    500 Foothill Drive
    Salt Lake City, UT 84148
    Learn more about this agency

    Interested in a career that offers a true work-life balance? Look no further! The VA Salt Lake City Health Care System offers a balance of professional and clinical complexity that stimulates growth yet, it also allows the professional an opportunity to enjoy life outside of work. If you are interested in a career that offers an integrated patient-centered approach while providing compassionate and state of the art care to Veterans, we welcome you to apply. By serving and honoring the men and women who are America's Veterans, we fulfill President Lincoln's promise, "To care for him who shall have borne the battle and for his widow, and his orphan."

    The VA is in Salt Lake City (SLC) in the foothills of the Rocky Mountains and overlooks the largest inland lake in the country. SLC is close to four National Parks creating limitless year-around outdoor recreation. Called Silicon Slopes, the city has a buzzing technology scene, performing arts scene, and a diverse culture. SLC offers the perfect mix of social activity, modern businesses and family life making it an ideal location to start a career, raise a family, or ease into retirement.

    The VA offers a teaching hospital, with state-of-the-art technology, education and research; making this hospital an ideal career choice for many clinical and administrative professionals. The 121-bed facility that has numerous specialized programs in addition to the comprehensive health care provided to our Veterans.

    Visit our careers page

    Learn more about what it's like to work at Veterans Health Administration, what the agency does, and about the types of careers this agency offers.

    Next steps

    Once 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.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Legal and regulatory guidance

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.