This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Medical Support Assistant - Susanville CBOC

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VASNHCS-JD-MP-13-841097-151

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

The contents of the announcement can still be viewed.


$24,933.00 to $40,706.00 / Per Year


Monday, February 11, 2013 to Monday, March 04, 2013




Full Time - Permanent


1 vacancy in the following location:
Susanville, CA United StatesView Map


United States Citizens


Vacancy Identification Number (VIN):  841097

VA Sierra Nevada Health Care System

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?

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

VA encourages persons with disabilities to apply

Salary Determination:  Salary is dependent upon qualifications and will be determined by a Professional Standards Board.

Appointment Information:  An applicant selected for this position may be placed into a temporary appointment, not to exceed one year and one day, pending completion of the boarding process.

The incumbent serves as a Medical Support Assistant in Ambulatory Care Service at our VA Diamond View Outpatient Clinic in Susanville, California.

The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous Vista applications.


  • U. S. Citizenship
  • English language proficiency
  • Designated and/or random drug testing
  • Background and/or security investigation
  • Must pass pre-employment examination
  • ALL REQUIRED DOCUMENTS - Incomplete packages will be rated INELIGIBLE


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The MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team). The MSA coordinates with the patient care team 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. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc. Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; scheduling patient appointments; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.

Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties.

Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.

Relocation/Recruitment incentive has not been approved for this position

Work Schedule:  Full-Time, 40 hours per week

This position is covered by the bargaining unit


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  • U.S. Citizenship
  • English Language Proficiency - Individuals appointed to direct patient care positions must be proficient in spoken and written English as required by 38 U.S.C. 7402(d) and 7407(d)
  • Experience/ 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


GS-3 MSA (Entry Level)

Experience or Education:  None beyond the basic requirements

Assignment:  This is an entry level MSA position. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.

GS-4 MSA (Developmental Level)

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.

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.

Candidates must demonstrate the KSAs below (applicants do not need to provide narrative responses to KSAs):

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

GS-5 MSA (Full Performance Level)

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

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.)

Candidates must demonstrate the KSAs below (applicants do not need to provide narrative responses to KSAs):

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

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


References:  VA Handbook 5005, Part II, Appendix G-45

Additional/Preferred Qualifications

Customer Service

Meets the needs of customers while supporting VA missions. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

ADP Security

Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statutes and policy and VHA policy. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs.

Age, Development, and Cultural Needs of Patients Requirement:

Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive; emotional, and chronological maturation of the patient. Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services' policies and procedures. Takes into consideration age-related differences of the various veteran populations with this institution. The incumbent must demonstrate the knowledge of the changes associated with aging and posses the ability to provide care/support based upon age related factors. Ensures staff receives training in these categories. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.

Age Categories include:  Young Adulthood (18 - 39):  Accepts adults’ chosen life-style and assist with necessary adjustments relating to health. Recognizes the person’s commitment and the function of competence in life. Supports changes as necessary for health. Middle Adulthood (40 - 64):  Assists clients to plan for anticipated changes in life, to recognize the risk factors related to health, and to focus on strengths rather than weaknesses. Late Maturity (65 - Death):  Assists clients to keep physically and socially active, and to maintain peer group interactions. Assists clients to cope with loss and dealing with one’s own mortality. Provide necessary safety measures. Assist client with self-care as required, and with maintaining as much independence as possible.

The staff member must be competent to demonstrate the knowledge and skills necessary to provide care/services appropriate to the age of the patients served on their assigned unit. Individuals must demonstrate the knowledge and ability to assess data reflective of the patient’s status and interpret the information needed to identify each patient’s requirements relative to their age-specific needs and to provide care needed as described in the unit’s/areas/department’s policies and procedures.

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 their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit


Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.


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Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life. For more information please visit us at


This position is in the Excepted Service and does not confer competitive status.

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


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For additional assistance with the online application process, please view the video at the following link:


To begin the process, click the Apply Online button at the right side of this screen to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

YOU MUST INCLUDE VA FORM 10-2850c IN YOUR APPLICATION PACKAGE TO BE CONSIDERED FOR THIS VACANCY. You may upload the completed form to your USAJOBS or Application Manager account if you apply online. Then you can use the uploaded form again and again when applying for future vacancies.

Please see this guide: for more information on uploading and re-using the form in your applications. Other required forms and documents can also be saved in your account and used the same way. Applicants are urged to apply online; this process is much easier and faster.

Note:  To return to a previously Saved or Incomplete application, just reapply through your account in USAJOBS. Check your account ( to see the status of your application after applying, including any messages that may have been sent to you.

If you cannot apply online:

  1. Click the following link to view and print the occupational questionnaire:  View Occupational Questionnaire
  2. Print this 1203FX form to provide your response to the occupational questionnaire:
  3. Fax the completed 1203FX form along with all supporting documents to (478) 757-3144. Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.
  4. Keep a copy of your fax receipt in case verification is needed

To fax supporting documents you are unable to upload:

  1. Complete this cover page using the following Vacancy ID: 841097. You must use this fax cover sheet in order for your documents to be matched with your online application.
  2. Fax your documents to (478) 757-3144

The complete Application Package must be submitted by 11:59 PM (EST) on Monday, March 04, 2013


Please refer to the complete "How to Apply" section in the job announcement to ensure you submit all Required Documents. INCOMPLETE APPLICATION PACKAGES WILL BE RATED INELIGIBLE.


You must provide a complete application package. The following documents are required:

1. VA Form 10-2850c - Application for Associated Health Occupations - signature in blue or black ink required on pages 3 and 4 - must be dated within the last year - Available at

2. CV/Resume - Cannot be used in lieu of the required VA Form 10-2850c

3. Occupational QuestionnaireView Occupational Questionnaire

4. Form OF-306 - Declaration for Federal Employment - signature in blue or black ink required on line 17a - must be dated within the last year - Available at

5. If prior military service, include all copies of your DD 214(s). Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also provide supporting documentation and submit an SF-15, Application for 10-Point Veteran Preference - Available at

6. If currently employed in the Federal system, include latest SF-50, Notification of Personnel Action

The following documents are not required in the application package; however, if you are selected, they will be requested – you may also include them with your initial application package:

1. References - Please include at least three (3) names, addresses, and phone numbers for references - If selected, three positive references are required

2. Performance Evaluations - Two most recent performance evaluations (if available)

3. Unofficial Transcripts - Official transcripts will be required if you are selected for this position

4. If formerly employed in the Federal system, include latest SF-50, Notification of Personnel Action

Applicants CANNOT be contacted for any required documents listed above. Applicants who submit INCOMPLETE APPLICATION PACKAGES will receive a rating of INELIGIBLE. Requests for reconsideration will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software, erroneous fax transmissions, etc.

Federal forms can be accessed on websites and


Phone: (775)829-5630
Fax: (478)757-3144
Agency Information:
00000 Fax: (478)757-3144


After we receive your complete application package (including all required documents) your qualifications will be reviewed to determine if you meet the basic requirements of the position. You will be notified when the determination is made.

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