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

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VHA-689-13-TFDV-963089

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

The contents of the announcement can still be viewed.


$27,479.00 to $44,864.00 / Per Year


Friday, September 20, 2013 to Friday, September 20, 2013




Full Time - Permanent


2 vacancies in the following location:
Newington, CT United StatesView Map


United States Citizens


Vacancy Identification Number (VIN):  963089

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. 


NOTE:  The full performance level of this vacancy is GS-05.  The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.  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.

Relocation Expenses: Relocation expenses are not authorized for this position.


  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required


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This position is located in the Newington Campus Call Center.

Medical Support Assistants (MSA) at the grade GS-05 are responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, canceling, re-scheduling patient’s appointments, verifying and updating demographics and insurance information.  All incoming calls directed to the clinical call center are screened by the call center agent to determine whether those calls can be appropriately handled by the agent or if they need to be directed to other team members thus improving responsiveness to veterans questions and concerns.  This program is a clinical and administrative network designed to provide fast responsive help to Veterans seeking care which include but are not limited to Primary Care, numerous Specialty Care clinics, Mental Health and CBOCs, assesses the patient needs, practices independent decision-making, coordinates care needs and direct problem resolution as appropriate. 

·         Incumbent demonstrates Courtesy and Professionalism. Incumbent communicates effectively and professionally with staff at varying grade levels.

·         Incumbent demonstrates basic knowledge of medical terminology. Incumbent has the skill to refrain from giving medical advice.

·         Incumbent demonstrates proficiency in computerized Programs. Incumbent utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Incumbent maintains patient confidentiality with written and verbal Information, per HIPAA requirements. Incumbent is proficient in typing and has the necessary keyboarding skills.

·         Incumbent is skillful in documentation, and utilizes the computerized documentation software. Incumbent is skillful in managing, tracking and transferring phone calls.

·         Incumbent works independently in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work.

·         Determines the nature of the call and assists with communicating needs regarding appointments, medication refills/renewals, etc., and/or refers the call to the appropriate clinical and/or administrative staff.

TOUR OF DUTY: Monday through Friday, 8:00am to 4:30pm 




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·         U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.


·         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



GS-3 MSA (Entry Level):

·         Experience or Education: None beyond the basic requirements.

GS-4 MSA (Development level):

·         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;




·         Two years of education above high school. (Must submit a copy of transcripts, if qualifying on education).

GS-5 MSA (Full Performance Level):

·         One year of experience equivalent to the GS-4 grade level 




·         Four years of education above high school. (Must submit a copy of transcripts, if qualifying on education).



·         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 a varying grade levels.

·         Ability to set up, organize, and maintain record systems.


REFERENCES:  VA Handbook 5005/53 Part II, Appendix G45,   

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.

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 sterss due to the intesity of a patient/customer complaint or concern.

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. 


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 non preference candidates.



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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. 


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All applicants are encouraged to apply online.

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   Friday, September 20, 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.


All applicants are required to submit the following document types:

·         CV or Resume

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

(Available at (required)

·         Occupational Questionnaire


Applicants may also submit the following supporting document type(s),which may not be required for all applicants:

·         DD-214 if claiming Veterans Preference.   Must show discharge type.

·         SF-15-Application for 10-Point Veterans Preference- 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  

·         Transcript copy of transcripts if qualifying on education

·         Other Veterans Document

·         Cover Letter

·         Other

This  form will be required upon selection, but can be submitted at time of application.

·         Optional Form 306 - Declaration for Federal Employment (Available at 


Faxing Applications or Supporting Documents:

You are encouraged to apply online.  Applying online will allow you to review and track the status of your application.

NOTE:  If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in you being found ineligible.

If you completed the occupational questionnaire online and are unable to upload supporting document(s):

1.    To fax your documents, you must use the following cover page and provide the required information. 


2.    Fax your documents to 1-478-757-3144.



If you cannot complete the Application Package online, you may fax all of your materials.  The complete application package must be submitted by 11:59 PM (EST) on  Friday, September 20, 2013  to receive consideration.  Keep a copy of your fax confirmation in the event verification is needed.


To complete the occupational questionnaire and submit via fax:

1.    Click the following link to view and print the occupational questionnaire               View Occupational Questionnaire

2.    Print the 1203FX form, follow the instructions and provide your responses to the occupational questionnaire items: 

3.    Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144.  Your 1203FX will serve as a cover page for your fax transmission.


David Valli
Phone: (203)932-5711x7896
Agency Information:
VHA Connecticut HCS
950 Campbell Avenue
West Haven, CT


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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