Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Lakeland, Florida

Salary Range: $44595 - $57974 Per Year

Job Summary: This position provides medical support responsibilities associated with one or more outpatient clinics. Responsible for accurate appointment management and the correct coordination of all administrative information between the professional staff and the patient.

Major Duties:

• Total Rewards of a Allied Health Professional Performs work in support of the care and treatment given to patients in the outpatient setting throughout the medical facility. Maintains a daily appointment schedule for one or more hospital outpatient clinics. Responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other health-care providers as conflict with staffing and/or coverage occurs. Performs customer service and other duties as assigned for the proper and timely treatment of patients. Supports patient safety standards through correct identification of all patients through use of two forms of identification, VA picture ID card and full Social Security number. Validates and update patient information through Pre-Registration options during all interactions with the patient, either in person during check-in or via telephone. Consults with clinical or administrative staff to expedite correction if potential problems arise. Must be skillful in exercising tact, discretion, and professionalism in carrying out his/her duties with all contacts. Work Schedule: 7;30am-4pm, Monday- Friday 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 #: 72213F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

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. Education. Two year above high school or some equivalent experience 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. 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-5 MSA (Full Performance Level) Experience: One year of experience equivalent to the next lower grade level (GS-4) OR Education: Two years above high schools or some 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. 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 national 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 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 national 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 basic 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-5. Physical Requirements: See VA Directive and Handbook 5019

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 04/30/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12916232. 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: 2026-04-30