Medical Support Assistant (Community Care)

Medical Support Assistant (Community Care)

Department: Department of Veterans Affairs

Location(s): Salisbury, North Carolina

Salary Range: $52923 - $68799 Per Year

Job Summary: Opening Date: Tuesday, April 28, 2026 Closing Date: Thursday, May 7, 2026 Applicant Count: 50 This announcement will remain open until the closing date, May 7th, 2026, or when the applicant count is reached, whichever is earlier. The applicant count is the point at which the first 50 applications are received. All applications submitted that day up to 11:59 p.m. eastern standard time on the date the applicant count is reached will be accepted and considered.

Major Duties:

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo DUTIES INCLUDE BUT NOT LIMITED TO: The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model within Care in the community. The incumbent assists Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider. Incumbent performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, Dental and/or GEC program services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations. Incumbent creates and issues authorizations for approved care through the Health Share Referral Management System (HSRM), assists with vendor location when needed, and resolves barriers to obtain care in the community to avoid patient care delay. Incumbent coordinates with the Care in the Community team to review consult utilization by using various reports and communication methods to effectively support the needs of the team. Incumbent coordinates sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service. The incumbent(s) is responsible for ensuring the proper disposition of Care in the Community consults assigned by making comments as appropriate and placing the consultation in the proper status. The incumbent(s) is responsible for accurate appointment management and the coordination of all administrative information between the community care vendor and the Veteran. This includes scheduling appointments, data entry, administratively managing consultation requests and the electronic waiting list. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC) for identification. Contact with patients and other staff, the incumbent(s) sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established Care in the Community processes. When records are received, the incumbent will be responsible for ensuring that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents utilizing established procedures to the scanning unit location. Incumbent(s) must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training others. The Advanced MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Incumbent develops and maintains effective and efficient communication with the patient, interdisciplinary team, other VA medical centers, as required, and other agencies in the interest of assisting with any patient communication. Other assignments at this level, include, but are not limited to: participating in team huddles and team meetings. The incumbent will read and respond to work related emails both Vista and Outlook in a timely manner. Incumbent will complete all required training within established time frames. Incumbent must have knowledge of eligibility for VA Health Eligibility, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) laws, and Non-VA Care programs. The incumbent must have a solid knowledge of multiple electronic systems and current computer technology regarding imaging applications, Vista application, CPRS, HSRM Microsoft Office Suite applications, and all other applicable programs/software and equipment. Incumbent must also have solid knowledge and can use several types of office equipment to include fax machines, multi-line phone system, printers and copy machines.

Qualifications: 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. 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. Experience and Education: (1) 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, (2) Education: One year above high school; OR, (3) Experience/Education Combination: Equivalent combination of experience and education are. 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). Grade Determinations: Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to collaborate and communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. Ability to communicate tactfully and effectively, electronically, by phone, in person], and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, [as well as resolving patient concerns. iv. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. v. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Experience providing scheduling and administrative support in a healthcare or high value customer service environment. This includes coordinating appointment, managing consults or referrals, processing cancelation and rescheduling requests, and communicating effectively with patients and clinical staff. Experience working in a fast paced setting requiring attention to detail, prioritization of multiple tasks, and use of electronic scheduling record systems while maintaining professionals, confidentiality, and accuracy. Experience managing high volume appointment schedules resolving scheduling conflicts, providing customer service support to patients, providers, or interdisciplinary healthcare teams. Additional credit may be given for experience in imaging, specialty clinics, or use of electronic health records system such as CPRS, VistA, or similar platforms. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Preferred Experience: Medical/dental clinic experience. The full performance level of this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12944193. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 05/07/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-05-07