Medical Support Assistant
: Job Details :

SummaryThe Medical Support Assistant (MSA) coordinates administrative and team support in a wide variety of basic administrative functions. The incumbent is considered the team's authority on clerical and administrative issues and will keep them informed of regulations, policies, procedures regarding eligibility and benefits, clinic management, statistical and data collection and customer service.This job is open to

• The publicU.S. Citizens, Nationals or those who owe allegiance to the U.S.
• Internal to an agencyCurrent federal employees of this agency.

Clarification from the agencyThis job is open to current permanent Veterans Health Administration employees and all US Citizens.VideosDutiesIMPORTANT NOTICE: This is an open continuous announcement until September 30, 2025. Qualified applicants will be considered and referred as vacancies become available. This announcement may close without advanced notice.VA Careers - Medical Support Assistant: www.youtube.com/watch?v=EE9c4XkaELoIncumbent is responsible for providing advisory and technical assistance to Veterans and beneficiaries who come to the medical center seeking medical care, experiencing problems or requesting information. The incumbent is also responsible for coordinating all administrative activity in the immediate area and to provide support and assistance to the professional staff.The following duties are preformed:

• First line customer service representative. Greet and provide guidance to stakeholder at the outpatient clinics. Establish a network with each faculty member and other services to facilitate the efficient function of each clinic.
• Incumbent coordinates administrative duties, assisting and advising veterans and staff with existing policy and procedure. Incumbent is responsible for assuring that Veterans and beneficiaries are processed in a timely and efficient manner.
• Assists with managing consults, recall reminders, view alerts, mod sheets and encounters for assigned specialty clinics. Performs duties to capture increase through Insurance Capture Buffer (ICB), Patient Check-IN (PCI), Consult Toolbox, Consult Tracking Manager (CTM+), My HealtheVet (in-person authentication/secure messaging), patient updates and demographic changes. Ensure all consults are resolved within seven days and encounters are resolved daily. Each section will be responsible for providing guidance on scheduling within their section.
• On a weekly basis, summarizes the most frequent problems within the immediate area.
• Assists both the Veteran and appropriate professional staff in coordinating scheduled procedures and return appointments.
• Schedule appointments at various clinics throughout the medical center and coordinate with appropriate staff members. Ensure appropriate staffing for coverage of all clinics. Cancel and reschedule clinics when there is not adequate staffing when instructed by the service over the clinic.
• Monitor both clinic and operating room utilization. Make necessary adjustments to support the needs of the clinic. Schedule, cancel and reschedule a great variety of exams and procedures. Facilitate the scheduling of procedures and testing performed by other services. Contact next day appointments and no-shows. Oversee the daily processing of patients for inpatient and outpatient appointment and procedures. Review audio reminder cancellation and reschedule reports.
• Provide a detailed daily report to the Medical Administration Service leadership to include missed opportunities, consults, encounters, unsigned notes and orders and any other clinic issues that arise.
• Perform administrative follow-up actions
• Participate in team meetings to manage and plan patient care. Independently share information and collaborate with the medical team to assure continuity of care. Set priorities and deadlines. Estimate and report on expected milestones for completion of tasks. Communicate team success in performance goals and report progress to the supervisor.
• Monitor the status on progress of work and make adjustments in accordance with established priorities. Obtain assistance from their supervisors as needed for major issues or problems that arise.
• Safeguard sensitive information against unauthorized disclosures

Work Schedule: Full time; Work schedule will be determine upon selection.Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, 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).Remote: This is not a remote positionTelework: Not availableVirtual: This is not a virtual positionFinancial Disclosure Report: Not requiredRequirements Conditions of Employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details.

QualificationsBasic Requirements:

• Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
• 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: Six (6) 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 (1) 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. (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 REQUIREMENTS.Creditable Experience: Must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting].Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:Medical Support Assistant, GS-3(a) Experience or Education. None beyond the basic requirements.(b) Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification.(c) 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.Medical Support Assistant, GS-4(a) 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,(b) Education. Two years of education above high school.(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 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; obtaining medical information from patients; and coordinating information and actions related to patient care and services.(d) 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.Medical Support Assistant, GS-5(a) Experience. One year of experience equivalent to the GS-4 grade level; Experience includes: 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; Advanced knowledge of 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. OR,(b) Education. Four years of education above high school.(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. 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 appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic.(d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below: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.References: VA Handbook 5005/117, Part II, Appendix G45The 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: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.EducationIMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Additional informationReceiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.This job opportunity announcement may be used to fill additional vacancies.This position is in the Excepted Service and does not confer competitive status.VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

• BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.Area of Consideration - Eligible applications will be reviewed and referred in the following order:1. Current permanent VA employees of the facility.2. All other VA employees.3. All other applicants.IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

• BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.To apply for this position, you must provide a complete Application Package which includes:
  • Resume
  To apply for this position, you must provide a complete Application Package which includes: Your resume (and/or curriculum vitae) must include the following information for each job listed:
  • Job title
  • Pay Plan and Grades/Step Held (for Federal positions)
  • Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;
  • SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
  • Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
  • Examples of additional/appropriate SF-50's include:
    • Within grade increases at the highest grade held; or
    • Promotions with an effective date more than one year old; or
    • SF-50's at the highest grade held with an effective date more than one year old.
  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (VA)
  • Other (1)
  • Performance Appraisal
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript
  NOTE: Waiver of Veterans Preference for Occupational Series GS-0679. Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages. Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2025.Veterans' preference does not apply for internal or other current permanent Federal agency employees.Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees fromschools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to ApplyAll 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 09/30/2025 to receive consideration. To preview the questionnaire click
• 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.To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.Agency contact informationVISN 19 HR Contact CenterPhone719-###-####Email...@VA.GOVAddressVA Oklahoma City Health Care System921 Northeast 13th StreetOklahoma City, OK 73104USNext stepsOnce your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
• Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required DocumentsTo apply for this position, you must provide a complete Application Package which includes:

• Resume

To apply for this position, you must provide a complete Application Package which includes: Your resume (and/or curriculum vitae) must include the following information for each job listed:

• Job title
• Pay Plan and Grades/Step Held (for Federal positions)
• Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
• Month & year start/end dates (e.g. June 2007 to April 2008)
• Full-time or part-time status (include hours worked per week)

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;

• SF 50 showing your time-in-gr