Medical Support Assistant (Advanced)

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. This announcement is open to current, permanent VA employees. The public and employees of other federal agencies may apply to announcement number CBSY-13056450-26-AA.

Duties include, but are not limited to:

1. Education Liaison for Surgical Services.

• Keeps staff informed of the status of their education requirements and requests, as directed by the operating room nurse manager. Maintains training, competency and in-services logs for associated managers within the surgery departments.

2. Customer Service.

• Gather medical information if needed, as directed by the nurse manager(s)
• Reports backlogs, difficulties in meeting deadlines, uncooperative physicians.
• Ability to identify customers' concerns, perform tasks required to resolve the issues with accuracy and timeliness, and follow-up as necessary to ensure a satisfactory resolution.
• Resolve difficult problems and diffuse potential dissatisfaction with VA services.
• Greet patients and family members upon their arrival at the Preop-Op desk; assist in checking the patient in for surgery, notifying the preop nurses, and accompanying the patient/family into a preoperative bay as directed by the preop nursing staff.
• Greet vendors; provide assistance for signing into the vendor tracking system per NWI policy; provide name badge to the vendor per NWI policy; escort vendor to locker room or appropriate operating room as needed.
• Greet surgeons and residents maintain a courteous, compassionate, and helpful attitude with all individuals encountered throughout the day

3. Maintain medical charts and reports.

• Generate reports and monitor activity as requested by the nurse managers and distributes to appropriate individuals.
• Create and respond to messages within 24 hours while on duty, not accounting for leave.
• Serve as a technical advisor and liaison for daily use software.
• Protect sensitive patient information by keeping PII/PHI properly stored.

4. Timekeeping Duties.

• Accurately enters timecard information for OR, Preop/PACU, Surgery Clinic to include shift worked, time off, sick leave, on-call time, overtime, FMLA.
• Maintains FMLA tracking log and keeps manager informed when employee(s) are requesting FMLA outside of approved occurrences.
• Keeps manager informed when employee(s) reaching 40 hours of remaining FMLA.
• Manages, creates, and distributes bi-weekly employee sign-in sheets; prints new sheets before the new pay period; denotes scheduled on-call hours.
• Completes corrections timely; ensures all timecards are verified timely; changes employee TOD as needed and with manager approval; updates online call spreadsheet; completed DOAs/payroll ticket to have appropriate backups for second level approvals for overtime and time off.
• Enters payroll tickets when issues with timekeeping arise; keeps department manager(s) informed of the issue, the ticket placement, and the identified resolution.
• Coordinates with back-up timekeepers for coverage during times of leave; communicates coverage plans in advance of leave with the department manager(s).

5. Serves as a mentor to new surgery AMSAs.

• Learns new processes to oversee training and implementation among other AMSAs.
• Provides guidance to staff members to include changes in policy and procedures.
• Provides training during orientation and/or remedial training for existing staff as needed.
• Resolve daily workplace issues as appropriate.

6. Performs administrative duties.

• Monitor copier/fax machines.
• Answers and routes incoming phone calls to the appropriate person.
• Answers the telephone with a pleasant greeting to include location (surgery department), employee name (this is *first name*), ending with a pleasantry (how can I help you).
• Enters and monitors work orders in Maximo, YourIT, Payroll and other software systems as needed.
• Orders office supplies as needed or requested; maintains an appropriate supplies of office supplies and monitors levels, ordering in advance before supplies run out.
• Maintain appropriate supply of office items and required contingency forms.
• Maintains an organized and clean OR desk area free from clutter and prohibited items such as cardboard.

7. Surgery administrative duties.

• Distributes OR surgery schedule daily; includes Out of OR case information for Interventional.
• Radiology, Cardiac Cath Lab, GI lab, MRI, etc.; send daily schedule daily through VISTA mail.
• Routine review of outstanding invoices.
• Interpret, verify, and disposition orders as needed.
• Complete specialty service surgery reports such as the Anesthesia daily, monthly, and yearly report; OR report; daily report of cancellations and add-on cases; special order lens tracking spreadsheet will be maintained and kept current.

Work Schedule: Full-time; Monday-Friday, 0700-1530
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized

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 identification 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, 09/11/2026.

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.
• Education: 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 be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• 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-6 Medical Support Assistant (Advanced)
Experience: One year of creditable experience equivalent to the next lower grade, GS-5. This experience includes: Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution; 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; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
AND
Knowledge, Skills, and Abilities (KSAs): In addition to the experience above, the candidate must demonstrate the following KSAs:
(a) 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.
(b) 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.
(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
(d) Ability to collaborate and 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.
(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
(f) 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.


Preferred Experience: Experience in a surgery department or clinic preferred. MSA experience preferred.

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.

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.

Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:
(1) 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.
(2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
NOTE: This provision is not intended to regularize appointments/ placements.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Eligible applications will be reviewed and referred in the following order:

1. Current, permanent VA employees of the facility
2. All other VA

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:

• Long-form resume/Curriculum vitae (CV)
• Copy of high school diploma/transcript including homeschooling (unofficial or official) OR GED Certificate OR Proficiency certificate issued by a State or Territorial Board or Department of Education OR Post-high school education
• SF-50/ Notification of Personnel Action

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
• Long-form resume/Curriculum vitae (CV)
• Copy of high school diploma/transcript including homeschooling (unofficial or official) OR GED Certificate OR Proficiency certificate issued by a State or Territorial Board or Department of Education OR Post-high school education
• Recommended: Write to Knowledge, Skills, and Abilities (KSAs) - See "Qualifications" section of announcement
• Performance Appraisal
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference does not apply for internal current permanent employees.

Next steps