Medical Support Assistant

Federal Job Information

Closing Date: 12/31/2018

Department: Veterans Affairs

Pay Scale & Grade: GS 4-5

Job Location: Prescott, AZ

Salary: $29,847 to $43,414 per year

Work Schedule: Full-Time

Appointment Type: Permanent


Nestled at an elevation of 5,200′ feet above sea level amongst the largest stand of ponderosa pine forests in the U.S., Prescott’s perfect weather provides an average temperature of 70 degrees, with four beautiful and distinct seasons, and breathtaking landscapes complete with granite mountains, lakes, streams, and rolling meadows filled with wildlife.

Here you’ll find many things to do including horseback riding, golfing, kayaking, fishing, hiking, camping, mountain biking, local breweries, restaurants, shopping, and a hometown feel that keep our visitors, young and old, coming back year after year.

Once the territorial capital of the state, Prescott is rich with history embodied in its world famous Whiskey Row and abundant historical landmarks. Whether you’re seeking to relax in a natural environment filled with beauty and wildlife, or the history of Wyatt Earp, Doc Holliday, and cowboy forays in the most famous saloons of the Old West, check out the True West and Real Adventure.

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?

This is an open continuous position. Certificate of eligibles will be created as vacancies become available.


The incumbent serves as the Medical Support Assistant in one of the various clinics throughout the Northern Arizona VA Health Care System. The Medical Support Assistant at the GS-679 04/05 grade level will provide customer service to include answering phone calls and providing face-to-face customer service, and customer service over the phone. MSA’s will perform administrative support duties may be performed in Clinic Based Outpatient Clinic (CBOC), Telephone Call Center, or Inpatient, Outpatient Clinic. It is expected that MSAs receive guidance from more experienced staff members and require frequent and direct supervision.

GS-4 MSA (Developmental Level)
Assignment. This is a developmental level MSA position. It is expected that MSAs 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: 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

Other Duties as assigned and required by assigned clinic, department or CBOC.

GS-5 MSA (Full Performance Level)
Assignment. This is the full performance level for MSAs. At this level, the MSA performs a full range of duties. The MSA is responsible for 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’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;

The MSA’s have to determine the nature of all patient’s requests and concerns.
Responds to urgent or emergent written (faxed) requests for medical information from hospitals and/or doctors. Contacts professional staff to obtain information necessary to respond to requests when not readily available in the record. Coordinates the completion of various forms, to include but not limited to insurance forms and request for handicap placards, Obtains medical records from non-VA providers as requested by providers and/or patients.

Another critical role performed by the MSA is the Patient Health Coach. Health coaching supports the VHA Patient aligned model by improving patient experience and enhancing patient self- management skills by expanding face to face and non-face to face encounters conducted by the MSA. These encounters involve working with patients prior to a face to face visit, post visit follow up and between visits. Prior visit tasks may include setting a visit agenda with the patient (what health care needs will be addressed), eliciting a basic history, checking on medication use and ensuring needed testing is conducted. Post visit follow up tasks may include making sure the patient understands what took place during the visit, engaging the patient in self- management skill building and overall enhancing the patient experience with the visit.

The incumbent orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topic.

Questions patients about the nature of their medical problem. Notifies medical staff of potentially serious medical symptoms or complaints identified and provides information obtained to clinical staff.

The incumbent provides administrative support to Physicians, Physician’s Assistants, Nurses,
Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff throughout the Primary Care Service area.

Contacts veterans with scheduled appointments for cancelation and rescheduling due to weather and Physician emergencies. Coordinates medical referrals for consultations with Primary Care working directly with the Physician and Registered Nurse.

Travel Required


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This Job Post will close at 10:25am on Monday December 31st, 2018