Medical Support Assistant

Summary

-----------

The Medical Support Assistant's will be located at the Syracuse VA Medical Center within Community Care. The Medical Support Assistant utilizes multiple computer applications, as well as the integrated electronic medical record system

This job is open to

-----------------------

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Federal employees - Excepted service

Current federal employees whose agencies have their own hiring rules, pay scales and evaluation criteria.

Veterans

Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference

Duties

----------

The Medical Support Assistant (MSA) performs a wide variety of administrative and clerical duties as a member of the health care team. The MSA utilizes multiple computer applications, as well as the integrated electronic medical record system. The MSA will obtain or will have knowledge of medical terminology and administrative and department procedures for the management of records and forms, information security and exchange, management of reports and data, scheduling of patient appointments, telephone care, and public relations/customer service. Analytical ability, judgment, discretion, and dedication to customer service are required on a daily basis to carry out the functions of this position. Assignments at the full performance level (GS 05) include but are not limited to:

• Manage written and faxed correspondence, and paper medical records within teamlet / team and coordinate release of information in accordance with policy
  

• Verify and update demographics
  

• Manage health insurance information, verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system
  

• Manage Primary Care Group workload information, ensuring data captured according to Medical Center and HIMS established methodology using encounter system
  

• Assist Primary Care staff in development, preparation and use of reports associated with group practice performance, workload and business practices to optimize overall clinic practice
  

• Coordinate information and actions related to patient care and ancillary services, manage scheduling package, and schedule appointments with Providers as recommended by Providers, PC clinical team members and integrated interdisciplinary team members in accordance with VHA national scheduling guidelines, TMS training, Primary Care instruction and business rules
  

• Manage Recall Reminder system for assigned teamlet and PC team
  

• Manage assignment and inactivation of patients in PCMM
  

Other duties as assigned.

Work Schedule: Monday - Friday 7:00am - 3:30pm or 7:30am - 4:00pm or 8:00am - 4:30pm

Telework: Not Available

Virtual: This is not a virtual position.

Position Title/Functional Statement #:Medical Support Assistant/PD21M45A

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

Requirements

----------------

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.
  
• Must pass pre-employment physical examination.
  
• 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 Department of Veterans Affairs Personnel.
  

Qualifications

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. 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.
  

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).

GS 05 Requirements

Experience. One year of experience equivalent to the [GS-4] grade level;

OR,

Education. Four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] 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 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.
  

References: VA Handbook 5005/117; Part II; Appendix G45.

Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
Education

IMPORTANT: 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: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

Receiving 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

========

A 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 benefits

Eligibility 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 evaluated

-----------------------------

You will be evaluated for this job based on how well you meet the qualifications above.

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.

Required Documents

----------------------

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

• Resume
  

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please 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.

• Cover Letter
  
• DD-214/ Statement of Service
  
• Disability Letter (Schedule A)
  
• Disability Letter (VA)
  
• License
  
• Other (1)
  
• PCS Orders
  
• Professional Certification
  
• Resume
  
• Separation Notice (RIF)
  
• SF-15
  
• SF-50/ Notification of Personnel Action
  
• Transcript
  

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 from schools 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 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 08/21/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12776716.

• 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.

Agency contact information

Stephen Jones

Phone

315-425-3791

Email

Stephen.Jones6@va.gov

Address

Syracuse VA Medical Center

800 Irving Ave

Syracuse, NY 13210

US Next steps

Once 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.

Overview

------------

Accepting applications

Open & closing dates

08/07/2025 to 08/21/2025

Salary

$40,332 to - $52,426 per year

Pay scale & grade

GS 5

Location

3 vacancies in the following location:

Syracuse, NY

Remote job

No

Telework eligible

Yes-as determined by the agency policy.

Travel Required

Not required

Relocation expenses reimbursed

No

Appointment type

Permanent

Work schedule

Full-time

Service

Excepted

Promotion potential

5

Job family (Series)

• 0679 Medical Support Assistance
  

Supervisory status

No

Security clearance

Not Required

Drug test

No

Position sensitivity and risk

Non-sensitive (NS)/Low Risk

Trust determination process

• Suitability/Fitness
  

Financial disclosure

No

Bargaining unit status

Yes

Announcement number

CBTE-12776716-25-SJ

Control number

842735600