Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Dallas, Texas

Salary Range: $41933 - $68465 Per Year

Job Summary: The Primary Purpose of the Position is: The purpose of the work is to initiate and follow through on all clerical and related procedures essential to the provision of patient care for the unit/clinic. These include but are not limited to providing initial contact with all healthcare providers and patients on the facility, the recording and reporting of patient information, relaying of calls and information requiring immediate attention of the staff, monitoring and scheduling appointments.

Major Duties:

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Duties may include but are not limited to: The MSA receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary. Refers urgent messages and patient results for immediate action. Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff member for verification, when necessary. Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients. Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities. Incumbent will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the medical center. Incumbent must, always, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior. The MSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Assures that the patients are electronically checked in for their appointments via (Vista/VSE). Responsible for confirming with the patient that pre-registration is completed, including demographic information. Schedules and provides appointment dates with patient input, when possible, to reduce no shows. This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care." Captures insurance and demographic information on all Veterans, who hold third-party health plans, explains VA's role in insurance reimbursement. Accurately enters insurance information into the buffer as well as copies both sides of the insurance card. Incumbent receives telephone calls regarding such things as the availability of and procedures for obtaining medical assistance, directions, and information for contacting various departments, services, and requests for changes in scheduled appointments. Questions callers/visitors to obtain sufficient information necessary to determine primary need or areas of interest and aids or makes referrals to other responsible staff when matter is outside employee's scope of assignment. Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Using consult package to include consult toolbox, changes status of consults to reflect current stage of consult, such as received, scheduled, etc. Incumbent must schedule consults in accordance with local policy. Incumbent receives all consults and acts accordingly, either scheduling the appointment or referring consult to provider for scheduling instructions. Incumbent schedules outpatient clinic appointments in accordance with VHA Directive 1230 Outpatient Scheduling Processes and Procedures, VHA Directive 1232 Consult Process and Procedures, using Vista/VSE scheduling options. Performs other duties as assigned Work Schedule: Monday - Friday, 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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 Available Virtual: This is not a virtual position. Functional Statement #: 54058-F???????, 54059-F???????, 54060-F Permanent Change of Station (PCS): Not Authorized

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. 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: 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: High school diploma with desire for some post high school education or equivalent experience; 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. 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). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: GS-3: None beyond basic requirements 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: 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. 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-5: Experience: One year of experience equivalent to the GS-4 grade level; OR, Education. Four years of education above high school. 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. Preferred Experience: One-year experience equivalent to the next lower grade level or 4 years of education above high school Ability to schedule appointments, to include interpreting physician/doctors¿ orders, rescheduling and canceling appointments in a clinical setting. Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information(medical and patient identifying information into or from electronic medical 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 work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers. Skilled in customer service with the ability to identify customers concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure satisfactory resolution. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. 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. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/18/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12954203. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-05-18