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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:  VHA-689-13-KADR-883254

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

The contents of the announcement can still be viewed.
$28,112.00 to $45,898.00 / Per Year
Friday, May 03, 2013 to Wednesday, May 08, 2013
Full Time - Excepted Service Permanent
4 vacancies in the following location:
Newington, CT United StatesView Map
United States Citizens


Vacancy Identification Number (VIN): 883254 (Include # on all documents)

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 professionals feel good about their careers and their ability to balance work and home life. 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 .  


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.


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- 3 to GS- 5. 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.


  • U. S. Citizenship
  • Must pass pre-employment examination
  • English Language Proficiency required
  • Background and or Security investigation required


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The Medical Support Assistant is located in the Business Section as a Scheduling Clerk,


Responsible for assistance to Veterans providing a smooth process for the management of his/her Non VA Medical Care appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (PACT), works in collaboration with the clinics to obtain appropriate documentation needed for the Non VA appointment, develops and maintains effective and efficient communication with the patient, providers, Non VA providers, and other agencies. The Advanced MSA with work with the Supervisor in setting priorities and deadlines, providing input in problem solving on operations issues and procedures. Will be responsible to handle Veteran and provider questions and concerns.


Performs a variety of administrative tasks associated with maintaining and supporting the work performed in the Non VA Care unit. Receives Non VA Care consults via electronic medical record, after approval process; contacts Veteran for desired Non VA provider and date/time; contacts Non VA provider to schedule appointment; obtains necessary documentation needed for the Non VA provider; coordinates with other service lines in order to obtain necessary information for Non VA provider; schedules appointment for Veteran; follow-up after appointment to ensure attendance, and check up for additional procedures; manages appointments in Vista (no shows, cancellations, rescheduled appointments); informs providers in any change to patient's Non VA Medical appointment; ensures medical documentation is received from Non VA provider; manages workload on spreadsheets; prepares medical documentation for scanning into Veteran's electronic medical record; organized material for supervisor. Other assignments at this level include regular meeting with supervisor and Non VA Care Nurses to manage and plant patient care; adjusting the flow and sequencing of the work to meet team and patient needs.

Performs other related duties as assigned.



WORK SCHEDULE: Monday –Friday 8:00am-4:30pm



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*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;   


Education - One year above high school;  

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.
*Physical Requirements - Must pass a pre-placement examination
*English Language Proficiency - MSAs must be proficient in spoken and written English.
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.  

Part-Time Experience - Part-time experience as a MSA is creditable according to its relationship to the full-time work week. (For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time work week of credit for each 2 weeks of service).
GRADE DETERMINATIONS : The following criteria must be met when determining the grade of candidates.
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.      

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.         

Ability to use various types of office automation equipment and software

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 pre authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
Demonstrated Knowledge, Skills, and Abilities -   Candidates must demonstrate the KSAs below:


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.

Knowledge of basic medical terminology

Ability to make appointments in a clinical setting

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

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

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.



Physical Requirements:

The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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.  Applicants must, therefore, only report 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


This announcement is opened to all US Citizens.  All eligible and qualified applicants will be referred in the following order:


(1) Disabled Veterans who have a service-connected disability of 10 percent or more (5 U.S.C. § 2108(2)).


(2) Preference eligibles under 5 U.S.C. § 2108(3)(C) through (G), other than those above (i.e., disabled Veteran; unmarried widow or widower of a Veteran who served on active duty in wartime or other designated service period; spouse of a service-connected disabled Veteran not qualified for civil service employment; eligible mother of a Veteran who lost his/her life in wartime or other designated service period; eligible mother of a service-connected permanently and totally disabled Veteran). 


(3) Preference eligibles under 5 U.S.C. § 2108(3)(A) and (B) (i.e., Veterans who served on active duty in wartime or other designated service period). 


(4) Other Veterans (5 U.S.C. § 2108(1)). 


(5) All other nonpreference candidates


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. 


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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: 883254.  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 Wednesday, May 08, 2013.


You must provide a complete Application Package which includes:

  1. Resume.
  2. VA Form 10-2850c - Application for Associated Health Occupations (Available at (required).
  3. Occupational Questionnaire
  4. Optional Form 306 - Declaration for Federal Employment (Available at  This is a required form and must be submitted with your application.
  5. If prior military service, include all copies of your DD Forms 214 (required).   Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF 15, Application for 10-Point Veteran Preference (available at  
  6. If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action. (required).


Diane Rapuano
Phone: (203)932-5711x3804
Agency Information:
VHA Connecticut HCS
950 Campbell Avenue
West Haven, CT


Once your complete application is received we will conduct an evaluation of your qualifications. Qualified candidates will be referred to the hiring manger for further consideration and possible interview.  We expect to make a selection within 60 days of the closing date of this announcement.  You will be notified of the outcome

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