Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Fayetteville, Arkansas, Fort Smith, Arkansas, Ozark, Arkansas, Branson, Missouri, Joplin, Missouri, Springfield, Missouri, Jay, Oklahoma

Salary Range: $36852 - $57454 Per Year

Job Summary: The Medical Support Assistant (MSA), is in the Health Administration Service with the Veterans Health Care Systems of the Ozarks (VHSO) located in Fayetteville, Arkansas. Positions available at the following locations: Fayetteville VA Medical Center, AR; Fort Smith VA Clinic, AR; Ozark VA Clinic, AR; Branson VA Clinic, MO; Joplin VA Clinic, AR; Gene Taylor Veterans' Outpatient Clinic, Springfield, MO; and Jay VA Clinic, OK.

Major Duties:

• Total Rewards of a Allied Health Professional The primary duties of the Medical Support Assistant (MSA) may include but are not limited to: Scheduling appointments, including interpreting, and verifying provider orders, assignments, ensuring encounter forms are completed to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays, and preauthorization requirements for specific coverage. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments by following VHA Outpatient Scheduling Directive and will follow Standard Operating Procedures. Utilize the Electronic Waiting List accurately in a timely manner. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of Consults (medical/provider), active/pending text orders, Encounter reports, Electronic Wait List, Recall list and Audio care communications for accuracy and disposition. Initiates patient appointments through (VSE/CPRS) by use of the scheduling menus to schedule lab, x-ray, and EKG tests with other clinical services, necessary for physician clinics. Incumbent explains necessary test preparation to patients and records information such as date, exam type, and procedure required on appointment card. Schedules and coordinates appointments for return visits and future appointments to reduce multiple trips for Veteran. Ensures clinics are blocked when physicians are on leave or for scheduled meetings/training to prevent patient cancellations. Utilize Recall Reminder Software policies when scheduling is beyond the 30-day request. Utilize no show/missed opportunity rules by the Standard Operating Procedures stated in Appointment Management document. Utilizes a computer-generated appointment list to complete daily clinic activities making additions and deletions as necessary for computer entry upon completion of clinic. Manages the telephone triage and carefully and briefly questions Veterans about medical problems and determines if any emergency situations exist by following the trigger word policy MCM-11-090 i.e., chest pain, shortness of breath, blackouts, GI bleeding or any medical need for immediate attention, working closely with the team nurses and physician. Manages scheduling, medical data, and patient movement to bypass the usual waiting time and ensures that appropriate administrative actions are taken. Provides excellent customer service and must adhere to VA Local, National and Service policies and procedures. Work Schedule: Work schedules may vary based on the location requested. Tour of duty is subject to change based on the needs of the facility. 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) 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: Varies by position. Telework may be authorized during specific situations like adverse weather conditions per Agency Policy and at the Services discretion. Will be discussed during interview. Virtual: This is not a virtual position. Functional Statement #: 564-00110-F; 564-00111-F; 564-00112F Permanent Change of Station (PCS): Not Authorized

Qualifications: Basic Requirements United States Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience and Education. (1) Experience. No experience required (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification. None required. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit. GS-03: (a) Experience or Education. None beyond the basic requirements. GS-04: (a) Experience. One year of creditable experience equivalent to the next lower grade. OR, (b) Education. One year of education above high school. Transcript must be submitted. (c) Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. (d) 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: (a) Experience. One year of creditable experience equivalent to the next lower grade. OR, (b) Education. Two years of education above high school. Transcript must be submitted. (c) Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e. TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). (d) 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. 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: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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 05/11/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12951890. 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: 2026-05-11