Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Fargo, North Dakota

Salary Range: $36103 - $52426 Per Year

Job Summary: Medical Support Assistant The Medical Support Assistant (MSA) is responsible for providing medical administrative support to one or more inpatient units, including the Community living Center (CLC), and is an integral member of the inpatient team to effectively carry out day-to-day administrative operations of the hospital. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

Major Duties:

• The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Duties include, but are not limited to: Possess knowledge of eligibility for VA medical care, priorities for care, release of information, Electronic Filing of commitment forms, bed management, scanning records and Health Information Portability and Accountability Act (HIPAA) Laws. The incumbent must possess a solid knowledge of current computer technology regarding imaging applications, Fax applications, Computerized Patient Record System, Integrated Scheduling System, and numerous Vista applications. The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV). Skill in compiling readily available data from prescribed sources; knowledge of the organization to search and review records, files, or electronic databases to locate information needed, and to verify information given. Familiarity with one or more established automated systems to enter, correct, and retrieve information. Ensures forms and supplies are adequately stocked on the unit. Maintains a neat and clean work area and safe work environment and promptly submits service requests for any equipment or facilities issues on the inpatient unit or CLC. The incumbent must possess working knowledge of hospital processes and services to function in and interact with various clinical services throughout the Medical Center. The employee must have knowledge and ability to apply policies and procedures associated with operational activities impacting workload data and patient care unit operations. The incumbent is aware of administrative policies and procedures associated with both inpatient and outpatient scheduling. This includes the use of Message Manager, or similar system, to request post-discharge appointments. The incumbent must provide excellent customer service and must adhere to VA local, National and Service policies and procedures and exhibit ethical conduct all times. The employee must complete and adhere to mandatory annual VHA training requirements. He/she has a key role in the VHA Network Performance Measures for Customer Service, Access to Care, and overall quality of healthcare delivery. The incumbent provides administrative support to the interdisciplinary care team and other administrative and professional staff throughout the inpatient areas and community Living Center (CLC). The incumbent performs a variety of clerical duties on the inpatient units which support the care activities on the inpatient unit and CLC units. The incumbent is responsible for the coordination of administrative information between the professional staff, service lines, and the patient. This includes updating and verifying demographic information, scheduling appointments, data entry, and notifying staff/patient of the scheduled appointments. Performs a variety of administrative functions associated with patient care. The employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meaning. Work Schedule: Full-time 8:00-4:30, 0700-1530 weekend rotation approximately 1x/month OR, 0730-1600 M-F and weekend rotation approximately 1x/month Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

Qualifications: All requirements must be met by the close date of this announcement, 12/11/2025. 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. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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. 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: 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: i. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. ii. Ability to utilize computer systems to enter administrative data in patient systems. iii. 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: i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS-5 Medical Support Assistant Experience: One year of experience equivalent to the GS-4 grade level; OR Education: Four years of education above high school. AND i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. 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: 1-2 years Microsoft Word and Excel; 1-year medical office experience; 1-year medical terminology. 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-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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) 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. (3) 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.

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 12/11/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12845228. 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: 2025-12-11