Medical Support Assistant (MSA) - LR1 and LR2 GEC - Loch Raven

2 days left

Baltimore, Maryland
Jan 12, 2021
Jan 20, 2021
Full Time


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The Medical Support Assistant (MSA) has responsibility for initiating and carrying out a variety of administrative functions in support of the overall care and treatment of inpatients with Nursing Service of the VA Maryland Health Care System (VAMHCS). The Nursing Service divisions consist of patients/residents admitted to surgery, medicine, intermediate medicine, geriatric evaluation management, medical, cardiac and surgical intensive care, acute psychiatry, long-term care psychiatry, substance abuse, nursing home care unit and domiciliary program. The incumbent performs clerical work in support of the care and treatment given to inpatients. The MSA is accountable to the Nurse Manager and receives instructions regarding daily activities from the Nurse Manager or designee on the unit. This work includes functions of receptionist; maintenance of patient records; performing clerical duties related to patient/resident care and treatment. The incumbent must possess practical knowledge of the medical facility's organization and services, the basic rules and regulations governing visitors and patient treatment and a practical knowledge of the standard procedures, medical records, and medical terminology of the unit supported. She/he must have basic knowledge of VAMHCS computer systems (Decentralized Hospital Computer Program (DHCP), Computerized Patient Record System (CPRS), Microsoft Office).

The incumbent utilizes a computer to complete various forms, letters, etc. to expedite actions that have a direct or indirect impact upon patients, staff and others. Ensures printer cartridges are changed when necessary and there is an ample supply of computer paper on the wards and in the printers. For any computer problems that cannot be resolved, the incumbent will report the problem to IRM via IT ticket (VAMHCS electronic recording system) and log as reported. The MSA inputs all work orders into the computer and follows up on completion of the work. This includes but is not limited to IT ticket requests, equipment turn-ins and general work orders. The incumbent types nursing schedules and may complete timekeeping duties as assigned by nurse manager/designee. She/he performs other related duties and special projects as assigned by the Nurse Manager/Designee. Supports any data collection efforts of the unit(s), as assigned by the Nurse Manager, to include but not limited to; patient tracking forms, travel logs, work order tracking, and staffing methodology daily Hour Per Patient Day (HPPD). He/she must participate in quality improvement processes for their assigned unit(s). The incumbent enters staff education into the approved VAMHCS educational record system. Prepares reports on staff education compliance as requested by the Nurse Manager. All MSA are required to assist on other wards as time permits or as directed by supervisory staff. On some patient care units, the MSA prepares receipts for withdrawal of funds for both restricted and unrestricted accounts. Initiates forms for indigent patients for supplies and barbering services. The incumbent sorts and promptly delivers all mail to patients and unit staff. Return undeliverable mail to proper dispositions with reason for non-delivery.

Work Schedule: Rotating shifts that vary and include weekends and holidays.

Functional Statement Title:
Medical Support Assistant GS-0679-05: 000000

Full Performance Level - 05

Travel Required

Occasional travel - You may be expected to travel for this position for training and/or patient care needs.

Supervisory status

Promotion Potential


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process.
  • The VA Maryland Health Care System is a 24/7 functioning hospital.
  • Current/ Valid American Heart Association BLS and ACLS Cards are required
  • All employees of the VA Maryland Health Care facility are deemed to be providing critical services. Incumbents of these positions are required to be at work regardless of emergency situations or any general dismissal authorization.
  • All VA properties are now a smoke and vape free environment.


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. Citizen of the United States (Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy).
  • Experience and Education. 1) 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, 2) Education. One year above high school; OR, 3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Physical Requirements. Have the mental and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory
  • English Language Proficiency. Must be proficient in spoken and written English.
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).

Preferred Experience:
  • Basic knowledge of computer programs.
  • Basic knowledge of a variety of window-based applications, such as Outlook, Excel, and Word for registry assignments.
  • Demonstrates interpersonal skills though the capacity to work with others and ability to be self- directed.
  • Manages time (specifically schedules), prioritizes deadlines and requests, and maintains organizational standards.
  • Communicates appropriately both verbally and in writing with professional, administrative, and technical personnel.

Grade Determinations: Medical Support Assistant GS-5:

Experience. One year of experience equivalent to the GS-4 grade level or fours years of education above high school.

Examples of assignments and knowledge, skills and abilities at the GS-05 grade level include but are not limited to: Assignment: The MSAindependently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. 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, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). KSA'S: 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.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of he 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, Dated: August 1, 2019

The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 to GS-5.

Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting stacks of boxes or records. Work is performed in a well-lighted, climate-controlled office.


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: . 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: .

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.

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

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.

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.

If you are unable to apply online view the following link for information regarding an Alternate Application .

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, résumé, 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.

Background checks and security clearance

Security clearance

Drug test required

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process
Suitability/Fitness , National security

Required Documents

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

  • VA Form 10-2850c Application for Associated Health Occupations
  • Resume

VA Form 10-2850c Application for Associated Health Occupations can be found at: . The application is a requirement in order to be considered.

Application 10-2850c is required to be considered for this position. Please complete form in its entirety. If you answer "YES" to questions item #15B and/or item #28 through #37, please attach a separate sheet of paper with a brief explanation for each question to which you answered "Yes". Information must be current, not older than six months . Outdated and/or incomplete applications will be ineligible for consideration.

  • Your resume may be submitted in any format and must support the specialized experience described in this announcement.
  • For qualifications determinations your resume must contain job title, hours worked per week and the dates of employment with a detailed description of the duties performed (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.
  • If you are claiming licensure, you must include the License Type, Expiration date, Licensure Number.
  • If you are using education and or certifications, this information must be clearly stated in the body of your resume. You must include Name, School, type of Degree and Year of Graduation, certifications must include certifying body, certification number and expiration of certification. Credentials beside your name will not be used to meet qualifications.
  • If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
HR will not make assumptions when reviewing resumes; please be clear and concise when listing duties and responsibilities

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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 (VA)
  • OF-306
  • VA Form 10-2850c Application for Associated Health Occupations
  • Resume
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit .

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.

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