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 (TAPS)

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:JV-14-CW-988732

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

The contents of the announcement can still be viewed.


$26,053.00 to $42,535.00 / Per Year


Wednesday, November 06, 2013 to Wednesday, November 27, 2013




Part Time 20 hours - Excepted Service Permanent




3 vacancies in the following location:
Decatur, GA View Map


United States Citizens


Vacancy Identification Number (VIN):   988732



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. How would you like to become a part of a team providing compassionate care to Veterans?


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.

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.



  • You must be a US citizen to apply for this job
  • Designated and/or random drug testing may be required.
  • Must pass pre-employment examination
  • Background and/or Security Investigation required
  • English Language Proficiency required


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The incumbent would be the initial contact person in the program. The incumbent must make decisions to ensure that the caller is referred to an appropriate healthcare professional. These decisions are critical and affect the overall functioning of the program as well as the health and well-being of the patient. The incumbent coordinates outpatient scheduling of all veteran patient appointments for designated team providers. Checks-in scheduled and unscheduled appointments of veteran patients in the Veterans Health Information Systems and Technology Architecture (VISTA) Appointment Manager and collects demographic information for the designated team. Refers medication refills to the Telephone Advice Program (TAP) nurse or pharmacist. Incumbent works under the direction of the either the TAPs Administrative Supervisor, TAP Nurse Manager, Clinical Operations Manager, or CBOC Administrator. Frequently the incumbent is working with minimal general supervision and is expected to perform duties independently without specific instructions. Resolves or refers for resolution non-urgent outpatient care needs to designated TAP Nurses. Enters daily recall appointments for appointments for veteran patients in the recall menu for designated team providers.

The incumbent may be assigned to the Telephone Advice Program (TAP) at an offsite clinic or CBOC. This type of program is designed to provide veteran patients with medical or healthcare advice by means of the telephone. The immediate goal of TAP is to provide needed information to outpatients without multiple telephone transfers. The incumbent shall demonstrate exceptional interpersonal and customer service communication skills while working collaboratively with medical center programs, services and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. 


Work schedule: There are various work schedules available.  Typically, work schedules are Monday- Friday, shift.  However, management will determine the actual tour of duty for each specific area/location. 

Relocation/Recruitment Incentives: Relocation/Recruitment incentives are not authorized for this position.


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Basic Requirements:

Experience: Six months of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform Medical Support Assistant (MSA) work; OR

Education: One year above high school; OR

Experience/Education Combination: Equivalent combination of experience and education. An example would be one year of clerical or office experience and six months of education above high school. (Transcripts are required if using education to qualify for the position.)

Grade Determinations:

GS-3 Experience or Education: None beyond the basic requirement.

GS-4 Experience: One year of experience equivalent to the GS-3 level, performing clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR

GS-4 Education: Two years of education above high school.

GS-5 Experience: One year of specialized experience equivalent to the GS-4 grade level in federal service. Examples of specialized experience include: scheduling, canceling, re-scheduling patient’s appointments and/or consults; entering no-show information; verifying and updating demographics and insurance information; and monitoring both inpatient and outpatient appointments for areas of responsibility; OR

GS-5 Education: Four years of education above high school.  

Specialized Experience:

Knowledge of current MSA (Medical Support Assistant) practices. Experience can be in either paid or non-paid employment demonstrating the knowledge, skills and abilities associated with current MSA responsibilities. This experience could include work in a hospital or doctor's office, admissions, communicating face to face, explaining benefits and providing instruction on next steps.

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.

Promotion Potential: This position has known promotion potential to the GS-5 grade level. Selection at one of the lower grade levels (GS-3 or GS-4) does not guarantee promotion.  The selectee may be promoted to the full performance level (GS-5) without further competition provided they demonstrate satisfactory performance, meet applicable administrative requirements and fulfill all legal and regulatory requirements for promotion to the next higher grade.

Physical Requirements: The Physical Requirements of this position are concerned with the mental and physical ability of the applicant to satisfactorily perform the duties of the proposed assignment and may include requisite laboratory and other screening as required by Federal regulatory agencies.

In addition to meeting the Basic Requirement, applicants must also meet grade level experience requirements in order to tentatively qualify for this position. At least (1) year of specialized experience at the next lower grade level that demonstrates your ability to perform the duties for this position. The candidate must demonstrate the following:

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.

6.) 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.

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 will be reviewed to determine your qualifications. Please be sure your resume and supporting documentation clearly reflect your expertise related to the following competencies:

·         Ability to operate computerized programs and databases in order to enter, modify, and retrieve sensitive information and data.

·         Ability to make appointments in a clinical setting.

·         Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary.

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

·         Knowledge of basic medical terminology.

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, 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.  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. 

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


This announcement will be used to fill additional vacancies.


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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.


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

YOU MUST INCLUDE A COMPLETED VA FORM 10-2850c WITH YOUR SIGNATURE 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.

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.

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 not completed properly.

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: 988732. 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, November 27, 2013.


INCOMPLETE APPLICATIONS will receive a rating of IDMA (Ineligible due to documents missing).  Requests for reconsideration of ratings will not be considered for applicants who fail to submit a complete application package after closing of the announcement. 

We cannot be held responsible for incompatible software or fax transmissions.


The following documents are required for all current, permanent Federal employees:


· VA Form 10-2850c- Application for Associated Health Occupations (Available at: Must be complete AND signed.

· Résumé: For every job/position listed, you must include a job title, detailed duties, month and year for each start/end date and if full-time or part-time status with the number of hours worked each week.


· Responses to the questionnaire.


· SF-50: Must submit your latest SF-50 that shows your tenure, grade, step and salary to verify your status as a current, permanent Federal employee (that is not an award SF-50).


· Transcripts: If you are using education to qualify, you must submit a copy of your college transcript(s).


The following documents are required for all other applicants:


· VA Form 10-2850c- Application for Associated Health Occupations (Available at: Must be complete AND signed.


· Résumé: For every job/position listed, you must include a job title, detailed duties, month and year for each start/end date and if full-time or part-time status with the number of hours worked each week.


· Responses to the questionnaire.


· Transcripts: If you are using education to qualify, you must submit a copy of your college transcript(s).



The following supporting documents are required as they are applicable to you:


· To be considered for Veterans preference, you must submit: Copy of your DD-214 that shows your type of discharge .


· Disabled Veterans & those claiming 10-Point Preference should submit: SF-15 (Application for 10-Point Veterans Preference) along with the supporting documents required by that form. Please read page 2 of the form for acceptable supporting documents. (Available at:


· ICTAP/CTAP eligibles must submit: Copy of your agency notice (within the last 12 months), copy of your most recent performance appraisal and a copy of your most recent SF-50 that shows the tenure, position, grade, salary and duty location. Please clearly state in your application package that you are applying as a CTAP or ICTAP eligible.


See this checklist for additional information about the requested documents listed above.


NOTE: The information provided on these documents will be the main source for determining your qualifications and how many points you receive in the rating and ranking process. Be sure to give complete and accurate information. If you do not furnish documents/information or your information is incomplete, inaccurate or illegible, it may not be possible to determine your qualifications, and you will be determined ineligible. It is your responsibility to submit the correct forms and documentation. Additional information and guidance on completing or obtaining these forms is available from HRMS.


HRMS-Staffing Service Line
Phone: (404)321-6111x6300
Agency Information:


After we receive your complete application package (including all required documents), your qualifications will be reviewed and assigned an initial rating.  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, we will adjust your rating accordingly. Based on your ranking or numerical score, you may be referred to the hiring manager for further consideration and possible interview. You will be notified when your rating is determined.

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