Veterans Affairs, Veterans Health Administration Medical Support Assistant in Dallas, Texas

Veterans Affairs, Veterans Health Administration
1 vacancy in the following location:
  • Dallas, TX
Work Schedule is Full Time - Excepted Service Permanent

Opened Tuesday 10/18/2016 (2 day(s) ago)

** Closes Monday 10/24/2016 (4 day(s) away)

Job Overview

Vacancy Identification Number (VIN): 1816974

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?


VA North Texas Health Care System is the second busiest VA system in the nation and we are growing! Comprised of the Dallas VA Medical Center, Sam Rayburn Memorial Veterans Center in Bonham, Fort Worth Outpatient Clinic and Tyler VA Primary Care Clinic, VANTHCS is an integrated health care system with approximately 4,600 employees and over 1,600 volunteers and clinical trainees. VANTHCS also coordinates a Community Based Outpatient Clinic program throughout its 40-county primary service area to improve access to care for veterans throughout 38 North Texas and 2 in southern Oklahoma. Through these four distinctive facilities and relationships with other agencies, VANTHCS provides a continuum of health care services to a veteran population of approximately 110,000.

If you are current, permanent VA Employee, you should apply under Vacancy ID Number 1816748.

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.


The incumbent is a team member of the Medical Service for the VA North Texas Healthcare System. The primary purpose of the position is to initiate and follow through on all clerical and related procedures essential to patient care.

Work Schedule: Monday-Friday, 3:30 p.m. to 12:00 a.m.

Functional Statement Title/#: Medical Support Assistant, 000000

Travel Required
  • Not Required
Relocation Authorized
  • No
Job Requirements
Key Requirements
  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Designated and-or Random Drug Testing required
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.

Basic Requirements:

  • U.S. citizenship. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Experience and Education.Applicants must have six months of 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 one year above high school; or an equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Physical Requirements.Applicants must be able to take and pass a physical examination with the possibility of a drug screen in order to be considered for this position.
  • English Proficiency.Applicants must be proficient in basic written and spoken English.

Preferred Experience: An ideal candidate will possess the following characteristics:

  1. Knowledge of how to initiate and follow through on all clerical and related procedures essential to the provision of patient care for the unit/clinic. These include but are definitely not limited to providing initial contact with all health care providers and patients on the facility, the recording and reporting of patient information, relaying of calls and information requiring immediate attention of the staff, monitoring and scheduling appointments and recording workload, insuring the administrative maintenance and completeness of all medical documentation, records and reports and resolving informal complaints.

  2. Uses word processing software (including EDIS and CPRS) to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving e-mail. Uses the Veterans Health Information and Technology Architecture (Vista) to access information in the Medical Center Computer System.

  3. The work requires regular and reoccurring contact with patients, family members, and the visiting public who may be unusually difficult to communicate with because of their very poor physical, medical, emotional, cultural diversity or psychiatric disorder along with the frustrations of a complex medical and appointment system. These contacts may be characterized as being easily excitable, irrational, frustrated, angry, and not easily able to accept or understand instructions. The medical support assistant is required to exercise great skill in getting information from patients to initiate and complete records and forms, in giving instructions on the medical and clinic system regarding medical care and appointments, and relaying unit/clinic procedures and doctors' orders. The skill with which the medical clerk handles these contacts results in significant patient satisfaction and the ability of the unit/clinic to provide patient care.

  4. Knowledge of hospital privacy policies, regulations and directives.

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.

Grade Determinations: In addition to meeting the basic requirements, you must also meet the grade requirements for the position in which you are applying. For the GS-03, there are no further requirements beyond the basic requirements. This grade is entry level and you will receive guidance from more experienced staff members and require frequent and direct supervision. For the GS-04, you must have one year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school. This is a developmental level position and you will receive guidance from more experienced staff members for more difficult tasks and require frequent and direct contact from the assigned lead and/or supervisor. Assignments at this level include but are not limited to: interaction with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. The MSA refers all questions requiring immediate medical attention to appropriate health care team member. The incumbent must also demonstrate the following 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 complete job assignments; ability to use various types of office automation equipment and software; and the ability to set up, organize, and maintain record systems. For the GS-05, you must have one year of experience equivalent to the next lower grade level or 4 years of education above high school. At the full performance level, the incumbent performs a wide range of duties such as scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Other duties include but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). In addition, the incumbent must be able to address the following KSAs: ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports; knowledge of basic medical terminology; ability to make appointments in a clinical setting; ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work; ability to communicate effectively and professionally with employees at varying grade levels; and the ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

References: VA Handbook 5005/53, Part II Appendix 45. Medical Support Assistant Qualification Standard. This can be found in the local Human Resources Office.

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.

Physical Requirements:The work is mostly sedentary and is performed in various office settings at the Emergency Department. Moderate Lifting (20 lbs. and under); moderate carrying (20 lbs. and under); pushing (1-2 hours); reaching above shoulder; moderate key boarding (4-6 hours); walking (up to 3 hours); standing (up to 3 hours); repeated bending (up to 1 hour); ability for rapid mental and muscular coordination simultaneously; near vision correctable at 24" to 36"; and Hearing (aid permitted).

Security Clearance


Additional Information
What To Expect Next

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. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. 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 USAJOBS account and clicking on "Application Status." For a more detailed update of your status, click on "more information." Information regarding applicant notification points can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

Receiving Service Credit for 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 employees 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.

Other Information

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

Salary Range: $34,208.00 to $44,470.00 / Per Year

Series & Grade: GS-0679-05/05

Promotion Potential: 05

Supervisory Status: No

Who May Apply: Open to US Citizens and Status Candidates

Control Number: 452352500

Job Announcement Number: AH-17-LTB-1816974-BU