Skip to main content Skip to footer site map
This Position Is No Longer Available

Job Title:  Medical Support Assistant (Lead)
Department:  Department Of Veterans Affairs
Agency:  Veterans Affairs, Veterans Health Administration
Job Announcement Number:  VHA-664-13-CM-922813

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

The contents of the announcement can still be viewed.
$42,199.00 to $54,862.00 / Per Year
Wednesday, July 10, 2013 to Monday, July 22, 2013
Full Time - Permanent
1 vacancy in the following location:
San Diego County, CA United StatesView Map
All United States Citizens Who Live Within the Local Commuting Area (50 Miles) of the San Diego, CA Metro Area


Vacancy Identification Number (VIN) 922813

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.  


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 and leadership positions 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.




  • Must be a U.S. Citizen.
  • Must be proficient in written and spoken English
  • ALL documents listed in the "Required Documents" section.
  • Background and-or Security Investigation required
  • Must be within the local commuting area.


Back to top

As Lead Medical Support Assistant (MSA) in the Psychiatry Service, San Diego VA Healthcare System, the incumbent is responsible for assisting the Medical Administrative Officer in the planning, organizing, directing, and overseeing of daily activities of clerical staff that provide scheduling support to the work of clinical staff and clinic operations.

This includes filing, faxing, answering and making telephone calls, relaying and taking messages, preparing Release of Information requests, generating routing slips and daily clinic schedules and sorting mail. The incumbent performs functions which have a significant effect on patient care such as appointment check-in and check­out, scheduling appointments, capturing insurance information, updating contact information and scheduling specialized testing. The incumbent has access to the VA computer network to include VistA, and CPRS and is properly trained in the usage of software packages such as clinic cancellations, accessing unverified, utilization and error reports on a daily basis appropriate to their position.  The quality of work directly impacts the success of each function, in turn affecting the effectiveness of health care provided to veterans. The work contributes to patients receiving timely access to VHA care in a consistent and efficient manner (including the provision of priority care for Service Connected veterans). 

The Lead MSA is responsible for ensuring the accurate and timely patient care scheduling for all Psychiatry and selected Specialty Clinics. This is accomplished by providing adequate staff coverage to assure quality patient care telephone coordination.

There are a total of over 20 Medical Support Assistants assigned to Psychiatry for duties related to clinic administration. Each lead in this position leads a minimum of at least 4 MSA's as the base work lead. Each lead plans and oversees the day to day work of the subordinate positions/unit, solves work process related problems, provides feedback on performance, recommends staffing levels, provides training, assesses work requirements and provides solutions to related problems. The incumbent is delegated authority necessary to accomplish assigned programs, performing the full range of duties and responsibilities to effectively utilize the manpower and resources allocated to Psychiatry and Specialty Clinics. This includes informing the team of goals and directing the technical word of subordinates. It requires planning, assigning, reviewing, accepting/rejecting work done by subordinates and providing initial training and remedial training when necessary. The Lead MSA distributes workloads equitably among schedulers, checks status and makes necessary adjustments consistent with priorities. He/she keeps the supervisor aware of any backlogs or unusual problems and routinely provides reports of work accomplishment and productivity to the supervisor. The incumbent arranges cross-coverage to provide adequate administrative staffing for Psychiatry and Specialty Clinics. The incumbent instructs employees on assigned tasks and job techniques, conducts formal and informal on-the-job training, and answers questions on procedures, policies and directives. The Lead MSA keeps the supervisor aware of unusual situations as they arise and seeks guidance when resolving these issues. The Lead also reports on the performance, progress and training of employees.

WORK SCHEDULE: Full-time, 40 hours per week

This is a bargaining unit position.


Back to top

To qualify for this position, applicants must meet all requirements by the closing date of this announcement TAG:Closing Date.


The Optional Application for Federal Employment (OF-612) is now obsolete per The Office of Personnel Management. In order to be considered for this position you must provide a resume. It is recommended to include all the information contained in the OF-612 in your resume. In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to submit a thorough resume that directly relates to this position. Your resume MUST include the following: a description of the duties performed for each position held, the month and year for each position held, and the number of work hours per week, e.g., 03/09 - 06/11 (or Present), 40 hrs/week.


1. Citizenship: Citizen of the United States.

2. Experience and/or 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 (copy of official/unofficial transcripts required); OR

·        Experience/Education combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

3. English Language Proficiency: Must be proficient in spoken and written English.


GS-7 Lead MSA:

To qualify for the GS-7 grade level you must have one year of specialized experience directly related to the position being filled which is equivalent to the next lower grade level, GS-6.  Your experience must demonstrate the knowledge, skills, and abilities (KSAs) required at the GS-6 grade level:

   1.  Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

     2.  Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives.  This may include preparing reports in various formats and presenting data to various organizational levels.

     3.  Advanced knowledge of the technical health care process as it relates to access to care.

     4.  Advanced knowledge of managing a clinic.  This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

     5.  Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.


     6.  Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.


In addition, your experience must also demonstrate the KSAs required at the GS-7 grade level:


     1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

     2. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations.

     3. Ability to provide staff development and training.

     4. Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work.

     5. Ability to review and monitor data to ensure all reports are complete and accurate.


IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Please be sure to include the month and year for each position held and a description of the duties performed in each position. If the position was held on a part-time basis you must include the number of hours worked each week. Failure to include the required information in your resume will result in missed consideration for this position. If multiple resumes are submitted, only the most recent resume submitted will be used to determine your qualifications for this position.

References: VA Handbook 5005 at (also available in the local Human Resources Office)


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.



This work is partly sedentary and requires bending, waling, standing, and carrying or pulling of items weighing up to 25 pounds. May involve travel to and from the parent facility and satellite facilities as needed.


Work is performed in an indoor call center setting with close proximity to other staff members. The employee is not generally subject to unusual exposure risk or discomforts but certain safety precautions may be necessary. The work is generally performed in a temperature-controlled environment with adequate lighting throughout the workplace. Work may also include periods of travel.

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


Back to top

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

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.  




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

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


Back to top


To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on Monday, July 22, 2013Monday, July 22, 2013 to receive consideration.

  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click the Submit My Answers button to submit your application package.

It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.  

To verify your application is complete, log into your USAJOBS account,, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.  Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement.  You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Applicants are urged to apply online; this process is much easier and faster.  If you cannot apply online you may mail, drop off, or fax your application package as follows. NOTE:  If the documents specified in the "Required Documents" section below are not provided, your application will not receive further consideration and you will be rated as ineligible.

*YOU MUST INCLUDE VA FORM 10-2850c IN YOUR APPLICATION PACKAGE TO BE CONSIDERED FOR THIS VACANCY.  IF THIS FORM IS NOT INCLUDED, YOU WILL BE RATED INELIGIBLE.*   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.

If you are not or cannot apply online and are submitting your entire application via fax:

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.

The 1203FX form MUST serve as a cover page for your initial fax transmission or your application will not be uploaded/scanned into the system and there will be no record of your application.  If you need to fax additional documents after your initial fax transmission, you must complete the cover page (see instructions below) to use as your fax cover sheet. Keep a copy of your fax confirmation in case verification is needed. 

 To fax additional supporting documents:

If you need to fax supporting documents because you either applied online and were unable to upload the documents OR you have already faxed your initial application using the 1203FX form as your cover page, as specified above:

1.    Complete this cover page using the following Vacancy ID: 876320.  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.  Keep a copy of your fax confirmation in case verification is needed.

The complete Application Package must be submitted by 11:59 PM (EST) on Monday, July 22, 2013.



  1. 1. Resume (OF-612 IS OBSOLETE, DO NOT SUBMIT).
  2. 2. VA Form 10-2850c - Application for Associated Health Occupations (Available at (*If this form is not submitted as part of your application package, you will be rated as ineligible.*)
  3. 3. If you are a current Federal employee you must submit your most recent SF-50 (Notification of Personnel Action) which includes current position series, grade, and step. (*If you are a current federal employee and do not submit an SF-50 which includes your current position series, grade, and step you will be rated as ineligible.*)
  4. 4. Occupational Questionnaire (View Occupational Questionnaire) (If applying online, you will be prompted to respond electronically.  If submitting application via fax, you must complete the 1203FX form).
  5. 5. If using education to qualify, a copy of your official/unofficial transcripts.  You MUST include a copy of transcript (official or unofficial) or course listing or certificate with your application.  Education cannot be credited without documentation.
  6. 6. Other documents - use this checklist to make sure you have included other documents required for your application, such as a copy of your transcripts (if using education to qualify), documentation to support Veterans Preference claims, and SF 50 (Notification of Personnel Action) if a current Federal Employee.


VASDHS Human Resources
Phone: (858)552-8585x3401
Agency Information:
VHA San Diego HCS
Human Resources
San Diego, CA


After the vacancy announcement closes, your qualifications will be reviewed.  We will also review your application to make sure that your résumé supports the answers given in the questionnaire. If your résumé does not support your questionnaire answers, you may be found ineligible for the position. A referral certificate of qualified applicants is issued to the hiring manager within 10 calendar days after the vacancy announcement closes.  Once the qualification review is complete, 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.

Back to top
EEO Policy Statement | Reasonable Accommodation Policy Statement | Veterans Information | Legal and Regulatory Guidance