Medical Support Assistant
Veterans Health Administration (DOVA)
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Job summary
Department of Veterans Affairs seeks a Medical Support Assistant (GS-03/05) to schedule and coordinate patient appointments at VA facilities in Colorado. The role involves greeting patients, facilitating communications, and supporting clinical staff with electronic health records and administrative tasks.
The position is full-time and located on-site across Colorado facilities. Eligible applicants include U.S. citizens and current VA employees; comprehensive benefits are provided.
Qualifications
- Scheduling and rescheduling patients for treatment.
- Interacting with internal and external customers.
- Managing electronic health records and scheduling guidelines.
Responsibilities
- Schedule and reschedule patient appointments.
- Coordinate information related to patient care and services.
- Answer telephone calls, secure messaging, and greet patients.
- Refer patients to other medical clinics as needed.
Skills
Education
Job description
MSA’s performs duties related to the receipt, intake and indexing of health and administrative information. MSA’s will interface with personal computer applications as well as numerous Vista applications. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Learn more about this agency
MSA’s performs duties related to the receipt, intake and indexing of health and administrative information. MSA’s will interface with personal computer applications as well as numerous Vista applications. The MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Learn more about this agency
Help Location Many vacancies in the following locations: Alamosa, CO Aurora, CO Burlington, CO Castle Rock, CO Colorado Springs, CO Glendale, CO Golden, CO La Junta, CO Lamar, CO Pueblo, CO Salida, CO No matching locations found. Work site options
No
No
No
$32,435 – $67,859 per year Salaries will be determined when selections are made, based off of location.
GS 3 – 5
None
Full-time
Not required
Permanent
0679 Medical Support Assistance
No
This job is in the Excepted Service
No
No
Not Required
Non-sensitive (NS)/Low Risk Jobs require a background check and some require a security clearance. The type depends on the job. Background check type Credentialing Suitability/Fitness
Some jobs require financial disclosure to identify conflicts of interests.
CBSU-13101100-27-LD
890951400
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Current federal employees whose agencies follow the U.S. Office of Personnel Management’s hiring rules and pay scales.
Current federal employees whose agencies have their own hiring rules, pay scales and evaluation criteria.
Current federal employees of the hiring agency that posted the job announcement.
This job is open to current permanent Department of Veterans Affairs employees, Federal Employees, and all US Citizens. *NOTE*: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.
Important Notice: This is an open continuous announcement and is open until September 30, 2027. Qualified applicants will be considered and referred as vacancies become available. This announcement may close without advanced notice.
The MSA is responsible for scheduling and rescheduling appointments, referring patients to other medical specialty clinics, providing information to patients necessary to resolve complaints, interactions with both internal and external customers, reviewing and documenting clinical and administrative electronic health records (EHR); obtaining medical information from patients, coordination of information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. MSA refers all questions regarding medical attention to the appropriate health care member. The MSA advises clinical staff on current administrative processes, and is responsible for answering telephone calls, secure messaging, and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the facility. Performs duties as assigned to ensure efficient and effective operations.
Full time; Work schedule will be determined upon selection.
Not Authorized.
Not Authorized.
Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).
Not available.
This is not a virtual position.
This is not a remote position.
52183A; 52184A; 52185A / 60118A; 60119A; 60120A.
Not Authorized.
- 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.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents. Effective May 7, 2025, driver’s licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Complete all application requirements detailed in the “Required Documents” section of this announcement.
As a condition of employment for accepting this position, you may be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
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.
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- Experience: None
- Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
- English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
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).
Employees in VHA in this occupation, under a permanent, appropriate, and legal placement effective February 5, 2026 of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:
- 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.
- Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.
In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of the candidates:
- Experience or Education: None beyond the basic requirements.
- Experience: One year of creditable experience equivalent to the GS-3 level. (Applying general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients; utilize a variety of patient data systems in scheduling patients for treatment and annotate patient records; perform front desk duties, receive telephone call, and visitors to the unit; make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification; consult with clinic staff when processing physician scheduling and administrative orders.)
OR
- Education: One year of education above high school
AND
- 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.
- 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.
- Experience: One year of creditable experience equivalent to the GS-4 level. (Scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines)
OR
- Education: Two years of education above high school
AND
- Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
- Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
- 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.
- 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.
None.
For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.
The work is sedentary. While working in the nursing units or ED, physical demands include walking, getting up and down from sitting to retrieve various items and carrying items such as papers, folders, belongings, etc. Crouching and bending is required to file documents and attend to supply needs. Although constant demands, such as continually ringing telephones and continual work interruptions by staff and patients, sometimes make it very difficult for the medical support assistant to leave the work area for even a short period of time. No special physical demands are required to perform the work.
The first year of continuous service in the same or similar position of a preference eligible in the excepted service is a trial period. The first 2 years of continuous service in the same or similar position of an individual in the excepted service (other than a preference eligible), is a trial period. At least 60 days prior to the end of each employee’s initial probationary or trial period, management officials shall, to the extent practicable, meet to discuss the employee’s performance and conduct (based in part on input from the employee’s supervisor), the needs of the agency, and whether their continued employment would advance the public interest, the organizational goals of the agency or the efficiency of the service. Within 30 days prior to the end of each employee’s probationary or trial period, management officials shall determine whether to finalize the employee’s appointment to the Federal service, or whether to terminate their service. Before the employee is terminated, they shall be notified in writing of the effective date of the action.
Important: If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:
- Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant’s criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case‑by‑case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
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.
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.
Total Rewards of a Allied Health Professional
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.
You will be evaluated for this job based on how well you meet the qualifications above.
Area of Consideration – Eligible applications will be reviewed and referred in the following order: Current permanent VA employees of the facility; Current permanent Veterans Health Administration employees; Current permanent Veterans Affairs Agency; All other applicants.
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.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:
- Customer Service
- Flexibility
- Integrity/Honesty
- Interpersonal Skills
- Reading Comprehension
- Reasoning
- Self-Management
- Teamwork
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.
Veterans’ Preference has been waived for the GS-0679 Occupational Series through September 30, 2027.
VISN 19 HR Contact Center
Phone 719-227-4600
Email V19USAJOBS@VA.GOV
Address VA Eastern Colorado Health Care System 1700 N Wheeling St Aurora, CO 80045 US
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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probationary period Privacy Act Reasonable accommodation policy Selective Service Signature and false statements Social security number request
Colorado Springs, CO Glendale, CO Golden, CO La Junta, CO Lamar, CO Pueblo, CO Salida, CO
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