Medical Support Assistant

Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Sioux Falls, South Dakota

Salary Range: $36405 - $55848 Per Year

Job Summary: The Medical Support Assistant (MSA) is responsible for accurate consult management (including scheduling and documentation in the Consult Toolbox (CTB)) and the coordination of all administrative information between the professional staff, Veteran, community vendor, and Third-Party Administrator (TPA). The MSA performs clerical and administrative support in the care collaboration, and treatment provided to Veterans throughout the CC and Congressional mandated processes.

Major Duties:

• Total Rewards of a Allied Health Professional Major duties include, but are not limited to the following: Independently performs a full range of duties related to delivering healthcare services in an outpatient setting. Responsible for answering phones, greeting Veterans, relaying messages to appropriate staff inside or outside the unit, scheduling appointments per VHA national scheduling guidelines and CC processes. Assignments include, but are not limited to; scheduling, canceling, rescheduling Veteran appointments and consults; entering no show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or VA CC staff to determine the daily needs of the team, monitoring outpatient appointments in areas of responsibility when Veterans opt-in for CC. Serves in the CC customer service line, either scheduling for the call center or following Veteran scheduling needs. MSA ensures the integrity of various databases and data used in the management of administrative and customer service within the department. Understands and appropriately utilizes the administrative support packages, including but not limited to; Computerized Veteran Record System (CPRS), REFDOCS, Release of Information (ROI), VA Online Scheduling (VAOS), Vista, Provider Profile Management System (PPMS), and Health Share Referral Manager (HSRM). Assignments include but are not limited to; scheduling/rescheduling, canceling, providing reception to incoming and outgoing customers, and manual and electronic data entry. Responsible for scheduling appointments per the VA Scheduling Directive. Independently recognizes the urgency of the consults and schedules care in accordance with the Field Guidebook (FGB). Communicate to the Veteran pre-appointment requirements or instructions. Identify and communicate Veteran concerns or needs to be recognized during communications regarding upcoming CC appointments and referral processing. Utilizes consult status to support accurate records management as it moves through the approval process from CC to the Vendor. Collaborates, communicates, sets priorities, and organizes the work to assist the team in meeting deadlines and ensuring compliance with established processes, policies, and regulations. Collaborates with the VA CC RNs when a consult requires clinical guidance during the scheduling process. Communicates information between community providers and VA interdisciplinary team timely and clearly to facilitate timely access to care. Assists Veterans in rescheduling appointments in cases of missed or no-show appointments. Recognizes the importance of scheduling care in the correct sequence and timing when multiple CC appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved. Knowledge of medical terminology due to the technical nature of language utilized by clinicians. Demonstrates the ability of the specialized health care process as it relates to access to care within the VA and within CC 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 When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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 #: 000000 Permanent Change of Station (PCS): Not Authorized

Qualifications: All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to clearly demonstrate your experience in your application package may result in disqualification. All applicants are encouraged to submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document. 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. Certification: None Required 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: Medical Support Assistant (Entry Level) GS-3 Experience or Education: None beyond the basic requirements. -AND- Demonstrated Knowledge, Skills, and Abilities: 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. Medical Support Assistant (Developmental Level) 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. Examples of experience include but are not necessarily limited to: meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments; utilize computer systems to enter administrative data in patient systems; utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. -OR- Education: Two years above high school. -AND- Demonstrated Knowledge, Skills, and Abilities: 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. Medical Support Assistant (Full Performance Level) GS-5 Experience: One year of experience equivalent to the GS-4 grade level. -OR- Education: Four years of education above high school.-AND- Demonstrated Knowledge, Skills, and Abilities: 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-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.

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 12/08/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12839104. 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: 2025-12-08