Medical Support Assistant (Advanced)

VA Careers - Medical Support Assistant: incumbent accesses the patients computerized medical record system (CPRS) to review and retrieve medical information including but not limited to laboratory reports allergy information past medical history and other pertinent medical information needed to schedule patients imaging appointment.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the Required Documents section of this announcement.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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: None.
• Education: High school diploma OR high school transcript (unofficial or official) OR General Education Development equivalency certificate OR homeschooling completion OR proficiency certificate from a State or territorial-level Board or Department of Education OR college transcript (official).
• Licensure/Certification/Registration. None
• Grandfathering Provision. 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).
• 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.

• 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;
• Schedule medical appointments in a clinical setting;
• Work independently in the accomplishment of a wide variety of duties performing patient support work;
• Communicate effectively and professionally in person electronically and/or by telephone with internal and external customers;
• Customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.

• (1) Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors nurse practitioners physician assistants psychologists psychiatrists social workers clinical pharmacists and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• (2) Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
• (3) Ability to communicate tactfully and effectively electronically by phone in person and writing with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels as well as resolving patient concerns.
• (4) Advanced knowledge of the technical health care process (including but not limited to) scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care.
• (5) Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow and patient support care administrative functions (to include but not limited to) appointment cycles outside patient referrals follow-up care overbooking provider availability etc.
• (6) Advanced knowledge of medical terminology due to the technical nature of the language utilized by clinicians.