Medical Support Assistant
Department of Veterans Affairs - Fayetteville, AR

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Vacancy Identification Number (VIN):

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?

These vacancies are advertised at the range of grades covered by the VA qualifications standard.

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

The full performance level of this vacancy is



The Professional Standards Board (a peer-review group) will review the selected candidate’s education and experience and recommend the grade and step at which the candidate will be placed. The salary is based on the grade and step approved for the selected candidate.

VA encourages persons with disabilities to apply.


U. S. Citizenship

Must pass pre-employment examination

English Language Proficiency required

Designated and-or Random Drug Testing required

Background and-or Security Investigation required

The Medical Support Assistant - Overflow Center role is an integral part of the Overflow program. It is a complex role complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration. The MSA shall demonstrate exceptional interpersonal communication skills and work collaboratively with Primary Care, other services and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. The MSA must utilize a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution through consultation with Primary Care team members. The Overflow Call Program is an administrative network designed to provide fast responsive help for Veterans seeking care at Veterans Healthcare System of the Ozarks (VHSO). The immediate goal is to provide needed information to outpatients without multiple telephone transfers. The MSA will handle each call as independently as possible. The incumbent serves as the coordinator of incoming outpatient telephone calls. Accepts calls to Primary Care regarding outpatient inquiries. Utilizes administrative systems knowledge in assessing patient/caller needs, practices independent decision-making, and coordinates care needs and direct problem resolution as appropriate. Determines the nature of the call and assists with communicating needs regarding appointments, medication refills/renewals, etc. and/or refers the call to the appropriate clinical or administrative personnel. Utilizes computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Prioritizes and makes decisions based on the caller needs, forwarding calls to Primary Care team RN for patients/callers that potentially have an emergent or urgent need. Resolves or refers for resolution non-urgent outpatient care needs to designated primary care team RN’s. Updates patient information as needed. Incumbent must be proficient with typing skills, speed, accuracy, and grammar due to the significant amount of documentation. Acts as a patient advocate and tried to resolve patient needs to the best of their ability and/or notified Supervisor of issues. Provides training and/or orientation to new MSA’s as designated. Participates in quality assurance activities of the overflow program on an ongoing basis and recommends changes to improve the program when indicated.

Monday through Friday, 8:00 a.m. to 4:30 p.m.


: None

Relocation expenses are not authorized for this position.

Recruitment incentive or relocation incentive is not authorized for this position.

To qualify for this position

, applicants must meet all requirements by the closing date of this announcement.

Area of Consideration:
This vacancy is open to all VSHO employees, VA Nationwide employee and Federal Status candidates and to all U.S. Citizens that currently resided within a 50 mile radius of Fayetteville, AR.


Must be a citizen of the United States.

English Language Proficiency:
Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

Physical Requirements:
Applicants must successfully complete a pre-employment physical, including the possibility of a drug screen.



Medical Support Assistant Must Have Either:
a. One year of experience in clerical or office work at the next lower level that is directly related to duties of a Medical Support Assistant. Experience at this level includes, but is not limited to: interacting 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 national scheduling guidelines.


b. Successfully completed of 4 years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite is creditable at grade GS-5. This education must have been obtained in an accredited business or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business or technical school.


In addition to meeting the basic and grade requirements

the candidate must demonstrate the following knowledge, skills, and abilities to qualify for this position.

a. 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.

b. Knowledge of basic medical terminology.

c. Ability to make appointments in a clinical setting.

d. Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

e. Ability to communicate effectively and professionally with employees ant varying grade levels.

f. Ability to identify customer’s concerns, perform the task required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

VA Handbook 5005 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-679:

If you are referred for consideration,

you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.


If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).

APPLICANTS PLEASE NOTE: 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 (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website:

All education claimed by applicants will be verified by the appointing agency accordingly. 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.

Veterans' Preference:
When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit


Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.

Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life. For more information please visit us at


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

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

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The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...