Job Overview


Vacancy Identification Number (VIN) 886507

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.  

The medical administrative support (MSA) position is a foundational role within the CBOC Program PACT Model. PACT Patient care is delivered in a team based model known as the teamlet.  Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a primary care provider. The teamlet provides the majority of the healthcare needs for an assigned panel of patients. The teamlet works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care.  Important interfaces and collaborations also occur with larger health care system providers including VA and non VA specialists, hospitals, diagnostic and treating facilities, and community based programs. 

Note:  The full performance level of this vacancy is GS 5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-05 to GS-06.  The Professional Standards Board (a peer-review group) will review the selected candidate’s education and experience and recommend the grade and step at which the candidate will be placed.  The salary is based on the grade and step approved for the selected candidate.

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.

Work Schedule: 
Administrative Tour (7:30 am - 4:00 pm, Monday - Friday)
Relocation Expenses: Relocation expenses are not authorized for this position.
Bargaining Unit Status:  This position is part of the bargaining unit.



The incumbent is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection.

The incumbent explains VA’s mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of My Health eVet (MHV), online personal health record for veterans. Performs In-Person Authentication (IPA) for veterans requesting initial access to individually – identifiable health information with/in the MyHealtheVet web-based application.

As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and Vista Imaging software. Scans and indexes materials accordingly into CPRS Vista Imaging, on a timely basis and within established guidelines; and makes the proper disposition of documents. After the scanning and indexing process is complete, the incumbent will review the quality of scanned documents to ensure integrity of scanned images.

The position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

He/she is responsible for processing first party requests for medical records and third party requests from non-VA providers. Enters all ROI requests into the DSS-ROI software package to maintain an accurate database of disclosures and ensures completed requests are scanned into patient’s administrative record. Assists patients in completing authorization forms, fully explaining what will be released in terms understandable to the patient.

Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.  

The Medical Support Assistant supports patient safety standards through correct identification of all patients through use of two forms of identification, Veterans Identification Card (VIC) and full Social Security Number. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.