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This Position Is No Longer Available

Job Title:  Medical Support Assistant, GS-679-3/4/5
Department:  Department Of Veterans Affairs
Agency:  Department of Veterans Affairs - Agency Wide
Job Announcement Number:  NY-13-SLH-882391

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
Thursday, April 25, 2013 to Thursday, May 02, 2013
Full Time - Excepted Service Permanent
2 vacancies in the following location(s):
Naples, FL United StatesView Map
Cape Coral, FL United StatesView Map
United States Citizens


Vacancy Identification Number (VIN): 882391


  • U. S. Citizenship
  • Must pass pre-employment examination
  • English Language Proficiency required
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required


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*Salary to be determined by the Professional Standards Board

*Positions are subject to irregular tours of duty. 7 AM - 7 PM Monday - Friday, may include Saturdays

The Medical Support Assistant (MSA) is responsible for greeting patients and family members, notify team of patients arrival, verifying and updating demographics and insurance information; integrates software into day-to-day operations to identify veterans who require insurance updates and accounts for exceptions at the end of the day; negotiating appointments based on patient's desired date prior to patient's departure (check-out), including interpreting, verifying and reconciling provider orders in accordance with VHA national scheduling guidelines and applicable business rules; basic knowledge of co-pay charges related to primary care, specialty care and medications. Assignments at this level include, but are not limited to: scheduling, taking every opportunity to cancel prior to date and time of appointment, re-scheduling patient's appointments; consult scheduling and reconciliation; entering no-show information and appropriately documenting efforts, as needed, in Computerized Patient Record System (CPRS); monitoring and removing patients from the electronic wait list based on clinic availability and chronological order; process transfer list based on clinical guidance; preparing for clinic visits and end of day reconciliation; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter reconciliation is completed in order to obtain appropriate workload credit; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; responding to incoming telephone inquiries and providing adequate follow-up; ensuring confirmation calls are completed, appropriate use of recall software and reconciliation.

Additional vacancies may be filled with this announcement at a later date. 


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VA HANDBOOK 5005/15 PART II APENDIX G45, Medical Support Assistant, GS-679 series



Citizenship: Citizen of the United States.

Experience and Education:

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

Education: One year above high school; or

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.

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.


Creditable Experience:

Knowledge of Current MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.

Quality of Experience: Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Part-Time Experience: Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.

Grade Determinations: The following criteria must be met when determining the grade of candidates.


MSA (Entry Level):

Experience or Education: None beyond the basic requirements.



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.

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.



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.


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.


Physical Requirements: VA Directive and Handbook 5019.



Physical Requirements

Functional Requirements

Environmental Factors

Light Lifting ( < 15 pounds)

Constant noise

Light Carrying (< 15 pounds)

Working closely with others

Walking  (1 hour)

Standing  (1 hour)

Reaching above shoulder

Pulling hand over head

Kneeling  (1 hour)

Repeated bending (1 hour)

Ability for rapid mental and muscular coordination simultaneously

Both eyes required

Ability to distinguish basic colors

Ability to distinguish shades of colors

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 job opportunity announcement may be used to fill additional vacancies.


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

Receiving Service Credit for 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.   VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service.  This credited service can be used in determining the rate at which they earn annual leave.


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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: 882391.  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 Thursday, May 02, 2013


Application Procedures :   All applicants must furnish the following forms:

VA Form 10-2850c - Application for Associated Health Occupations (Available at·          

SF-50 – Current Notification of Personnel Action



If you are claiming veteran's preference, you must submit the following forms:

  • DD-214 – Honorable Discharge/Release from Active Duty. All periods of service must be accounted for.
  • SF-15 – Application for 10 point veteran preference
  • VA Regional Office letter – If claiming 10-point veteran preference


Stacy Hermann
Phone: (727)398-6661x4122
Agency Information:
VHA Bay Pines HCS
Online Applications Accepted ONLY
No Mail or Email or In Person Applicants
PO Box 5005 HRMS 05
Bay Pines, FL


After we receive your complete application package (including any required documents), your qualifications will be reviewed to decide if you meet the basic requirements.  You will be notified when this decision is made.

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