Medical Support Assistant

Full Job Description

The Medical Support Assistant (MSA) serves at the Birmingham, AL Health Care System. The initial cut-off date for referral of eligible applications will be on or about 02/27/2026.

Please see the "What To Expect Next" area of the announcement which provides additional information.

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.

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).Experience: Six (6) months experience in clerical, office or other 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 combination of experience and education.

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 3j.

To qualify for the GS-5: 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is 5.

The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 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. Major Duties:

The MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting and advises clinical staff on current administrative processes, and support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Business Office , and ancillary support services.

Responsibilities include but not limited to: Major Duties: Scheduling, canceling, re-scheduling patient's appointments and/or consults Entering no-show information Preparing for clinic visits Monitoring both inpatient and outpatient appointments for areas of responsibility Verifying and updating demographics and insurance information Performing basic eligibility, co-pays and preauthorization requirements for specific coverage Routinely communicates with physicians, case managers and other allied health professional staff using sound interpersonal skills Work Schedule: This will be discussed during the interview.

Work schedule will be determined upon selection. NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Work Schedule: Monday- Friday 7:30 a.m. - 4:00 p.m. or 8:00 a.m. - 4:30 p.m.

Virtual: This is not a virtual position. Functional Statement #: 5 8 5 9 5 F Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized.

Notifications: This position is in the Excepted Service Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action).

The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted).

In some cases, more than one SF-50 may be required to show a higher grade previously held This position is a Bargaining Unit position.

Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment.

VA Offers a comprehensive total rewards package: 2024 Total Reward$ of a MSA VA Career Flyer.pdf (sharepoint.com) TOTAL REWARD$ OF A VA CAREER: Total Rewards (sharepoint.com)