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Medical Support Assistant

Department of Veterans Affairs
Veterans Health Administration
Tennessee Valley VA Health Care System - Business Office - Chattanooga VA clinic
This job announcement has closed

Summary

The incumbent serves as a Medical Support Assistant (MSA) in the Outpatient Clinic Operations section, Department of Veterans Affairs, Tennessee Valley Healthcare System. The incumbent reports to the Supervisory Medical Support Assistant, Outpatient Clinic Operations of both Primary Care and Specialty areas of the service. The incumbent performs duties related to the receipt, intake, and indexing of health administrative information.






Overview

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Reviewing applications
Open & closing dates
07/10/2025 to 07/21/2025
Salary
$36,103 to - $57,922 per year

The salary range includes the minimum GS-3 rate to the maximum GS-5 rate.

Pay scale & grade
GS 3 - 5
Location
1 vacancy in the following location:
Chattanooga, TN
1 vacancy
Remote job
No
Telework eligible
No
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
None
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBTG-12760075-25-KI
Control number
840482000

This job is open to

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Clarification from the agency

All qualified candidates encouraged to apply. Open to current permanent Department of Veteran Affairs employees, current permanent Federal employees of other agencies and all US Citizens. Refer to the How You Will Be Evaluated section for additional information

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Duties

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Total Rewards of a Allied Health Professional

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The Medical Support Assistant (MSA) is responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Employee plans and organizes work general assistance from the supervisor as to meet local and VA - wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Employee is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.

Work Schedule: M-F 7:30am - 4:00pm
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement:
Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 70614F
Permanent Change of Station (PCS): Not Authorized

Requirements

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Conditions of employment

  • You must be a U.S. Citizen to apply for this job.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be proficient in written and spoken English.
  • You may be required to serve a trial period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

  • United States Citizenship: Non-citizens may only 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, customer service, or other administrative 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; OR,
    • 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.
  • English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
Grade Determinations:GS-3 Medical Support Assistant
  • Experience or Education. None beyond the basic requirements. AND
  • Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
    • Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
    • Ability to utilize computer systems to enter administrative data in patient systems.
    • Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.
GS-4 Medical Support Assistant
  • Experience. One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
  • Education. Two years of education above high school, AND
  • Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
    • 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 facilitate medical care for patients.
    • Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
    • Knowledge of basic medical terminology to assist in the provision of care to patients
    • Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-05 Medical Support Assistant (Full Performance Level)
  • Experience. One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. AND
  • Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
    • Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
    • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
    • Ability to schedule medical appointments in a clinical setting.
    • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
    • Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
    • Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
Grandfathering Provision. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.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.

Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity. See VA Directive and Handbook 5019.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Receiving Service Credit or 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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

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

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.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Area of Consideration- Eligible applications will be reviewed and referred in the following order:

  1. Current permanent VA employees of the facility.
  2. All other VA employees.
  3. Current permanent Federal employees of other agencies.
  4. All other applicants.
Note: A current (2025) non-award SF-50 must be submitted for verification of eligibility for facility, VA and Federal Employee status.
Note: Veterans' Preference is not applicable to VA employees or employees of other Federal agencies.
Note: This position is one of the hybrid title 38 occupations reported among the occupations with the largest staffing shortages and, therefore, under 38 U.S.C. ยง 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the Fiscal Year 2025.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

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