Medical Support Assistant (Advanced) Job

Vacancy No. CBTF-12758328-25-DCCBOC-PUB Department Veterans Health Administration
Salary $58,517.00 to $76,069.00 Grade 6 to 6
Perm/Temp Permanent FT/PT Full-time
Open Date 7/3/2025 Close Date 9/30/2025
Job Link Apply Online Who may apply Public
Locations:
Camp Springs, MDCharlotte Hall, MDLexington Park, MDMontgomery County, MD


Summary

The Advanced Medical Support Assistant serves as an integrated administrative support for the Primary Care team and/or Specialty Care Service within the Community Based Outpatient Clinics at the Washington DC VA Medical Center.

CUT-OFF DATES FOR REFERRAL:
The initial cut-off date for referral of eligible applications will be July 18, 2025. Eligible applications received after that date will be referred s additional vacancies occur on an as-needed basis until positions are filled.

This job is open to

Clarification from the agency

This announcement is open to all US Citizens. Current, permanent AGENCY Employees, FACILITY employees and other current FEDERAL employees are encouraged to apply through announcement # CBTF-12758327-25-DCCBOC-INT

Duties

DUTIES:

  • Work collaboratively with the clinics in Medicine, Surgery, PACT, and Patient Care Service Lines. Performs receptionist duties, customer service and other assigned duties for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
  • Possess advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care and the revenue process.
  • Manage clinics which include independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex health systems environment.
  • Coordinate with the Medical Support Assistant Supervisor, Service Chiefs and Administrative Officers to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
  • Ensure MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assure staff collect, scan, and update health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promote Veteran registration for, and utilization of, MyHealtheVet (MHV).
  • Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and provide education and training to other MSA staff as follows; a. Schedule appointments accurately in a timely manner. b. Notify his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, insurance buffers entries, and Recall list for accuracy and disposition.
  • Participate in managing the Electronic Wait List to verify and validate accuracy and resolve issues, provide input in problem solving on operational issues or procedures in team meetings and performing administrative follow up action. The incumbent will evaluate patient information and clinic schedule lists to determine whether the patient is vested and will notify the provider, as necessary.
  • Possess a solid knowledge of multiple systems and current computer technology regarding imaging applications, PC Fax applications, numerous VistA applications and computerized call center software and procedures.
  • Possess and demonstrate skill in compiling readily available data from prescribed sources, knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. Familiarity with one or more established automated systems to enter, correct, and retrieve factual information.
  • Identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
  • Possess advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
  • Processes telephone calls, customer interactions, and secure messaging to the clinic regarding availability of appointments for care and/or procedures and provide assistance with regard to changes in scheduled appointments and/or procedures.
  • Determine the legal and appropriate eligibility of the patient for care using the knowledge of VA regulations, Public Law, and State Laws and regulations with regard to type and extent of medical care. Directs patients to the Enrollment & Eligibility Department to complete all overdue Means Tests as well as obtain data regarding insurance coverage.
  • Review and organize patient routing slips one day in advance of the appointment. Follow up on all clinical requests for outside medical data and include new information requiring review. Generate medication profile as necessary for the nurse/provider team. Update records with new information and ensure correct demographic data is entered into the computer.
  • The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires a 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).
Work Schedule: Varied Shifts to be discussed during interview process, however most shifts are Monday-Friday 8-4:30 pm, EST.
Compressed/Flexible:Not Available
Telework: Not Available
Functional Statement #: 000000
Financial Disclosure Report: Not required

Requirements

Conditions of Employment

RESUME REQUIREMENTS - Your resume MUST include the following information:

  1. Job Title (for each position)
  2. Description of duties (be as detailed as possible)
  3. Month and year start/end dates (e.g. June 2018 to April 2020) of employment
  4. Full-time or part-time status (include average hours worked per week)
  • You must be a U.S. Citizen to apply for this job.
  • Must be proficient in written and spoken English.
  • May require pre-employment evaluation which includes lab draw.
  • Designated and/or random drug testing may be required-Federal jobs are covered under Drug Free workplace pursuant to Executive Order 12564; Reasonable suspicion testing is authorized in non-drug testing designated positions; All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
  • Selective Service Registration is required for males born after 12/31/1959.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Resume/CV required Resume: Your resume should include the following information for each job that you list: Job title; Complete Workplace Addresses; Duties (be as detailed as possible); Month and year start/end dates (e.g. June 2007 to April 2008); Full-time, part-time status (include hours worked per week).
  • Selected applicants will be required to complete an online onboarding process.
  • If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration of Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

Qualifications

Basic Requirements.
Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
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.
Certification. None required.
Grandfathering Provision. May qualify under Grandfathering Provision. Additional information under the Additional Information section below.
Physical Requirements. See VA Directive and Handbook 5019.
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: Medical Support Assistant (Advanced) GS-6

Experience. One year of experience equivalent to the GS-5 grade level.
Experience at GS-5 level includes but not limited to:

  • Scheduling, canceling, re-scheduling patient appointments and/or consults
  • 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.).

Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode, Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients i.e, those who receive their care at multiple VA centers or those who receive care in the community.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

i. Ability to collaborate an communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
iv. 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.
v. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
vi. 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements and Work Environment.
The work requires some standing, but, for the most part, the employee is sitting with intermittent walking, bending, lifting, and carrying supplies and/or medical records which weigh less than 15 pounds. Work requires the use of a keyboard, computer and video display screen for up to six hours intermittent per day. Intermittent walking is necessary to pick up, transfer and deliver records and other documents needed for patient care. Work is performed in a clinic setting within the Medical Center. There is daily contact with staff and patients, with some possibility of verbal abuse from upset or irrational patients or family members. The employee may be exposed to communicable diseases. Normal safety precautions are necessary.

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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Receiving 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.

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.

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. Opens in a new windowLearn more about federal benefits.

Review our benefits

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 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.

Required Documents

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

  • Resume


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)
  • Resume
  • 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 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.

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 09/30/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12758328.

  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.

Agency contact information

Padmini Elayath
Address
Washington VA Medical Center
50 Irving Street, Northwest
Washington, DC 20422
US

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.

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.

Additional Locations

  • Fort Belvoir, VA


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