Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This announcement is open to the public and employees of other federal agencies. Current, permanent VA employees should apply to announcement number CBSY-12845228-26-AA.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Total Rewards of a Allied Health Professional

Duties include, but are not limited to:

• Possess knowledge of eligibility for VA medical care, priorities for care, release of information, Electronic Filing of commitment forms, bed management, scanning records and Health Information Portability and Accountability Act (HIPAA) Laws.
• The incumbent must possess a solid knowledge of current computer technology regarding imaging applications, Fax applications, Computerized Patient Record System, Integrated Scheduling System, and numerous Vista applications. The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV).
• Skill in compiling readily available data from prescribed sources; knowledge of the organization to search and review records, files, or electronic databases to locate information needed, and to verify information given. Familiarity with one or more established automated systems to enter, correct, and retrieve information. Ensures forms and supplies are adequately stocked on the unit. Maintains a neat and clean work area and safe work environment and promptly submits service requests for any equipment or facilities issues on the inpatient unit or CLC.
• The incumbent must possess working knowledge of hospital processes and services to function in and interact with various clinical services throughout the Medical Center. The employee must have knowledge and ability to apply policies and procedures associated with operational activities impacting workload data and patient care unit operations.
• The incumbent is aware of administrative policies and procedures associated with both inpatient and outpatient scheduling. This includes the use of Message Manager, or similar system, to request post-discharge appointments. The incumbent must provide excellent customer service and must adhere to VA local, National and Service policies and procedures and exhibit ethical conduct all times. The employee must complete and adhere to mandatory annual VHA training requirements. He/she has a key role in the VHA Network Performance Measures for Customer Service, Access to Care, and overall quality of healthcare delivery.
• The incumbent provides administrative support to the interdisciplinary care team and other administrative and professional staff throughout the inpatient areas and community Living Center (CLC). The incumbent performs a variety of clerical duties on the inpatient units which support the care activities on the inpatient unit and CLC units.
• The incumbent is responsible for the coordination of administrative information between the professional staff, service lines, and the patient. This includes updating and verifying demographic information, scheduling appointments, data entry, and notifying staff/patient of the scheduled appointments.
• Performs a variety of administrative functions associated with patient care. The employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meaning.

Work Schedule: Full-time
8:00-4:30, 0700-1530 weekend rotation approximately 1x/month
OR,
0730-1600 M-F and weekend rotation approximately 1x/month
Recruitment Incentive (Sign-on Bonus): Not authorized
Permanent Change of Station (Relocation Assistance): 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)
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: Not available
Virtual: This is not a virtual position.
Functional Statement #: 000000

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.
• 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

All requirements must be met by the close date of this announcement, 12/11/2025.

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 and Education:

1. 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,
2. Education. One year above high school; OR,
3. Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

• 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.
• 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 Determinations:

GS-3 Medical Support Assistant
Experience or Education: None beyond the basic requirements.
AND
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.

GS-4 Medical Support Assistant
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.
AND
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.

GS-5 Medical Support Assistant
Experience: One year of experience equivalent to the GS-4 grade level;
OR
Education: Four years of education above high school.
AND
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.

Preferred Experience: 1-2 years Microsoft Word and Excel; 1-year medical office experience; 1-year medical terminology.

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-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

How you will be evaluated

You 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.

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

• Resume

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

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.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Recommended: Write to Knowledge, Skills, and Abilities (KSAs) - See the "Qualifications" section of announcement
• Professional Certification
• Proof of Marriage Status
• Resume
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps