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    The incumbent serves as a Medical Support Assistant (MSA) on patient care units which include Medicine, Surgery, Mental Health, Intensive Care, Same Day/PACU and other patient care areas as assigned and must be well-informed concerning functions and procedures unique to each unit. S/he works at a teaching hospital affiliated with Dartmouth College at the U.S. Department of Veterans Affairs (VA) Medical Center, White River Junction, VT.

    Learn more about this agency


    The following duties for the Medical Support Assistant (MSA) include but are not limited to the following:

    At the GS-5 level the MSA performs as receptionist; additional responsibilities include record keeping and all clerical duties directly related to patient care on the unit and coordination of patient admissions, placement and movement on the unit.

    The MSA usually works a regular tour of duty but may be asked to work an irregular tour when needed. Provides appropriate care for Veterans ranging in age from 18 through the geriatric years, taking into consideration diagnosis, physical, psychosocial, spiritual and cultural needs of each age group. S/he is assigned a unit but may be asked to assist on other units as the need arises.

    The MSA assembles patient's records upon admission and consolidates same upon discharge, transfer or death of the patient. Scans appropriate material into medical record as needed. Maintains various unit files, forms and publications, including the unit census through the Bed Management Solution (BMS). Enters and retrieves patient care data and information from the electronic patient record. The MSA may be responsible for scheduling appointment in accordance with VHA national scheduling guidelines depending on area.

    The MSA completes necessary action on physicians' written order for patient activity restrictions, diets, diagnostic tests and medications and other admission, transfer, and treatment orders, transcribing orders to a variety of forms. S/he alerts staff when stat orders are written. Obtains signatures from patients/legal guardians on consent for release of information forms. Searches the patient's medical record and CPRS systems for special conditions, support the MORO coordinator in marking the paper chart and alerting other departments if patient has an appointment, existence of advance directives, etc.

    Receives and delivers telephone messages. Notifies nursing personnel and patients of appointments, and prepares medical record to accompany patient to clinics or other departments. Informs patient and nurse caring for patient of any special test preparation. Schedules appointments for tests or treatments at other facilities and arranges transportation to these facilities. Assures that all necessary forms are completed by the physician.

    Assists residents, staff physicians and nurses in administrative procedures and regulations, such as types of discharges, authorized absences, forms to be completed, accessing laboratory and other diagnostic information in CPRS, observation and lodger status, etc.

    The MSA is responsible for providing a variety of advisory and technical assistance duties, answering inquiries regarding beneficiary travel, treatment programs, and admission policy, referring only new or unusual questions to his/her supervisor. Enters work orders and completes requisitions for supplies and forms, ensuring that the unit has necessary forms and office supplies available at all times. Precepts new secretaries on the unit, orienting and training them in regard to unit-specific and medical center-wide procedures and processes.

    Works in close liaison with medical staff to expedite emergency request for patient care. Obtains information on patient's previous hospitalization from private hospitals. On interservice transfers, ensures that the transfer orders are written by physicians and that a transfer note is completed by the nurse, that a bed is available for the patient, and that transportation and time of transfer are arranged and coordinated around other diagnostic, clinic and therapeutic appointments.

    Enters all transactions pertaining to patient care including discharges, deaths, inter-unit transfer, transfers to other VA medical centers and private hospitals, changes in diagnosis or treating specialties, physicians, room and bed changes. Maintains time and attendance records for assigned unit's staff and serves as an alternate timekeeper in the absence of other MSA's.

    Work Schedule: Work schedules vary and will be discussed during interviews

    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status


    Promotion Potential


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    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
    • 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


    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/23/2020

    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.
    • 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.
    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;


    (2) Education: One year above high school


    (3) Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

    GS-5 Grade Level Requirement:

    a) Experience
    [ ]. One year of experience equivalent to the [GS-4] grade level;


    (b) Education.
    Four] years of education above high school.

    [(c)] Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes.] The MSA is responsible for [answering 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. Assignments at this level include, but are 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.).

    [(d)] Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
    1. 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.
    2. [Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.]
    3. Ability to [schedule medical] appointments in a clinical setting.
    4. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work].
    5. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers].
    6. [Skill in customer service with the ability] to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.
    Grade Determinations: This position can be filled at the GS 5 level.

    References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office.

    The full performance level of this vacancy is GS-5.

    The actual grade at which an applicant may be selected for this vacancy is GS-5.

    Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019


    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: 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

    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 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.

    Please ensure that your application package includes the following information:

    • Experience: Starting and ending dates of experience (month and year), hours worked per week.
    • Education: Legible transcripts that detail the name and location of college, dates attended, and type and date of any degree earned (if applicable).
    • Licenses and/or certificates earned (if applicable).
    To ensure you are properly rated, you must make certain the required experience and knowledge, skills, and abilities (KSAs) listed in the qualifications section is addressed in detail in your resume.

    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

    Not Required

    Drug test required


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    Required Documents

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

    • Resume

    VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.

    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)
    • OF-306
    • Other (1)
    • 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 http://www.fedshirevets.gov/job/vetpref/index.aspx.

    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.

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    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.

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    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 03/23/2020 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10738679.

    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, https://my.usajobs.gov/Account/Login, 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). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients 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 facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCPs that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.

    Agency contact information

    Melissa Kumar


    802-295-9363 X6509






    White River Junction VA Medical Center
    215 North Main St.
    White River Jct., VT 05009
    Learn more about this agency

    OUR MISSION: To fulfill President Lincoln's promise - "To care for him who shall have borne the battle and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    White River Junction, Vermont is located in the Upper Valley Region of New Hampshire and Vermont where every season is stunning and there are endless recreational opportunities. Nestled between the Green and White Mountains and located on the Connecticut River, the area provides cultural and entertainment opportunities and year-round outdoor recreation. We are only a short drive to Burlington, VT, White Mountains National Forest, NH, Portland, ME, Boston, MA and Montreal, Canada.

    Visit our careers page

    Learn more about what it's like to work at Veterans Affairs, 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

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/561341600. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.