Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 03/16/2026. Medical Support Assistant

Basic Requirements:

• Citizenship: Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. 7407(a)
• Experience and Education: Experience: No experience required
• OR Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education
• Licensure/Certification/Registration: None required
• Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation
• For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard
• If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements
• See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f)
• Grade Determinations: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level
• For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time
• Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek
• For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service
• In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below
• GS-3 Grade Experience or Education (Entry Level): None beyond the basic requirements
• GS-4 Grade Experience (Developmental Level): One year of experience in 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 of education above high school
• AND Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: 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
• Knowledge of basic 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
• GS-5 Grade Experience (Full Performance Level): One year of experience equivalent to the GS-4 grade level
• OR, Education: Two years of education above high school
• AND Demonstrated Knowledge, Skills, and Abilities (KSAs): 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: Former VA Handbook Reference: Part II Appendix G45
• Effective Date: 8/1/2019
• Medical Support Assistant Qualification Standard
• GS-3, 4, 5
• The full performance level of this vacancy is GS-5 Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds
• Works extensively in the hospital computer system
• You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.