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Veterans Affairs, Veterans Health Administration Medical Support Assistant in Cheyenne, Wyoming


The first initial cut-off date for referral of eligible applications will be February 4, 2020, with subsequent reviews every two (2) weeks as additional vacancies occur on an as-needed basis until positions are filled. This position is located at the Cheyenne VA Medical Center in the Business Developmental Service Line performing support work related to the care and treatment given to the patients of this facility.


The Medical Support Assistant performs as an initial point of contact for the Units, Clinics, Call Centers, Care in the Community (CITC) support staff and other support services within the facility. Duties include but are not limited to: Scheduling, canceling, rescheduling patient appointments and or consults; Tracking, reviewing and responding to electronic orders consults and other elements in the electronic medical record/systems; Entering no-show information; Monitoring the electronic wait list; Preparing for clinic visits; Monitoring patient appointments for areas of responsibility; Verifying and updating demographics and insurance information. Work Schedule: Weekdays 6:00 am to 5:30 pm, flexible hours, & possible weekends.

Financial Disclosure Report: Not required


Conditions of Employment


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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education: 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 Education. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements: See VA Directive and Handbook 5019.g. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Preferred Experience: Seeking professionals that are able or has experience in working in areas face to face and on multi-line telephone with patients (receiving/requesting diverse and multiple states of heath care services), Patients Families, Clinical staff, administrative staff, and can accomplish the following: Operate a computer at a seated position (sedentary) with minimal direction; Comply with standards in high stress/high pressure situations; Communicate tactfully in high volume, potentially noisy, customer service area; Maintain a positive attitude in an environment with high customer demands; Learn and apply de-escalation techniques; Manage their time; Provide directions and instructions to customers in a courteous fashion. Grade Determinations:

GS-03 (Entry Level) - Experience or Education. None beyond the basic requirements and Candidates must demonstrate ALL of the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS-04 (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 Two years of education above high school and 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-05 (Full Performance) - One year of experience equivalent to the (GS-04) OR -4 years of education above High School and 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: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant VA Qualifications Standards. 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. Physical Requirements: Most of the work is sedentary and involves data entry into a computer. Must be able to communicate with the veteran patient, their family, and staff. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.


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.