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This Position Is No Longer Available

Job Title:  Medical Support Assistant
Department:  Department Of Veterans Affairs
Agency:  Veterans Affairs, Veterans Health Administration
Job Announcement Number:  2013-PC-794001-004

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
$27,990.00 to $40,706.00 / Per Year
Monday, November 26, 2012 to Tuesday, December 11, 2012
Full Time - Excepted Service Permanent
1 vacancy in the following location:
White River Junction, VT United StatesView Map
United States Citizens


Vacancy Identification Number (VIN):   794001 (Please include on all documents)


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.



VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities.  For more information on the Department of Veterans Affairs, go to  


  • You must be a U.S. citizen to apply for this job.
  • Subject to a background/suitability investigation.
  • Subject to a pre-employment physical exam.


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Duties: The Medical Support Assistant serves the Primary Care Line providing clinic support in a white variety of administrative and technical roles.

  • Greets and serves as key contact for patients seeking medical care.   Professionally and courteously replies by giving guidance or initiating appropriate action.
  • Solicits relevant demographic information   and records that information in the Decentralized Hospital Computer Program from the information and documentation provided, and with the knowledge of the laws, regulations and policies, determines eligibility and entitlement   to medical care and other VA benefits.
  • Plans, organizes and coordinates the administrative activities of the scheduled and unscheduled outpatients.
  • Responds to requests for appointment cancellations or changes and informs appropriate personnel of such changes in a timely manner.   Uses scheduling menus to schedule these appointments and other clinical services.
  • Participates in orienting and advising physicians consultants, and numerous clinical staff regarding many administrative matters, such as legal entitlement, patient travel and procurement of support services.
  • Ensures patient and employee right to privacy at all times.   Maintains all information as confidential and privileged.
  • Provides back-up for other administrative personnel assigned to team including, but not limited to scheduling, backup timekeeper, and Telephone Advice Line.
  • Other duties as required.


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Basic Qualifications:

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 3g.)


    b.   Experience and Education


    (1)   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


    (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.


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.




GS-4 MSA (Developmental Level)


    (a)   Experience or Education.  One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.


            (b)   Assignment.   This is a developmental level MSA position.   It is expected that MSAs receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor.   Assignments at this level include but are not limited to:   interacting with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from

patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines.   The MSA refers all questions requiring immediate medical attention to appropriate health care team member.


    (c)   Demonstrated Knowledge, Skills, and Abilities.   Candidates must demonstrate the KSAs below:


1.   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 complete job assignments.


2 .   Ability to use various types of office automation equipment and software.


3 .   Ability to set up, organize, and maintain record systems.


    (3) GS-5 MSA (Full Performance Level)


    (a)   Experience or Education.   One year of experience equivalent to the next lower grade level or 4 years of education above high school.


    (b)   Assignment.    This is the full performance level for MSAs.    At this level, the MSA performs a full range of duties.   The MSA is 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, re-scheduling 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 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 VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).


    (c)   Demonstrated Knowledge, Skills, and Abilities.   Candidates must demonstrate the KSAs below:


1 .   Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.


2 .   Knowledge of basic medical terminology.


3 .   Ability to make appointments in a clinical setting.


4 .   Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.


5 .   Ability to communicate effectively and professionally with employees at varying grade levels.


6 .   Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

Relocation expenses will not be reimbursed.

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's web site at


APPLICANTS PLEASE NOTE:  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 (particularly positions with a positive education requirement.)  Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.  Applicants can verify accreditation at the following website:  All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

Veterans' Preference:  When applying for Federal Jobs, eligible Veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or 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 Veterans Preference" with required proof as stated on the form.  For more information, please review the information for disabled Veterans in the application 
checklist or visit


Your résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.


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VA offers a comprehensive benefits package.  This link provides is an overview of the benefits currently offered:

VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies.  This position may be authorized for telework.  Telework eligibility will be discussed during the interview process.


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


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To apply for this position, you must provide a complete Application Package (See “Required Documents” section below).  The complete Application Package must be submitted by 11:59 PM (EST) on Tuesday, December 11, 2012.

To begin the process, click the Apply Online button at the bottom of this screen to create an account or log in to your existing USAJOBS account. Be sure to upload the required documents before you submit your application.  Please ensure you click the Submit My Answers button at the end of the process.  Mailed/emailed applications will not be accepted.

Note: To change or update your application, simply reapply through My USAJOBS, before the closing date.  To check the status of your application, log into your USAJOBS account (, select Application Status and click on the more information link under the application status for this position. 

If you cannot apply online: you will need to complete the Occupational Questionnaire (View Occupational Questionnaire) by submitting your answers on the 1203FX form ( and faxing the completed form with all supporting documents to (478)757-3144. The 1203FX form will serve as a cover page for your fax transmission. Keep a copy of your fax receipt in case verification is needed.


To fax supporting documents you are unable to upload: Complete the following cover page using 794001.  You must use this fax cover sheet in order for your documents to be matched with your online application. Fax your documents to (478)757-3144. Keep a copy of your fax receipt in case verification is needed.


The following documents are required:

  • Responses to the Occupational Questionnaire

  • Other documents - use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).  You will not be contacted for additional information.


Debra Howard
Phone: (802)295-9363
Agency Information:
VHA White River Junction VAMC
Department of Veterans Affairs
215 North Main Street
Human Resources
White River Jct, VT


After the vacancy announcement closes and a referral certificate is issued, an electronic notification letter - or e-mail - will be sent to applicants who provide an e-mail address.  Otherwise, you will receive a notification letter via the U.S. Postal Service within 2 to 4 weeks.

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