This Medical Support Assistant (MSA) position supports the Central Business Office Lodging Program for the Central Arkansas Veterans Healthcare System. MSAs perform receptionist duties, customer service, and specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Learn more about this agency



If you are a current permanent employee of the Central Arkansas Veterans Healthcare System you should apply to CBST-11787075-23-KCG.

The duties of the Medical Support Assistant include but are not limited to:

  • Performs duties related to the receipt, intake, and indexing of health and administrative information pertaining to the CBO Lodging program;
  • Utilizes a variety of patient data systems to schedule patient for appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines;
  • Responsible for scheduling, canceling, re-scheduling patient’s lodging appointments and annotates patient records;
  • Enters no show information and monitors the electronic wait list;
  • Perform front desk duties, receives telephone call, and interacts with both internal and external visitors for clinic visits;
  • Monitors both inpatient and outpatient appointments for areas of responsibility;
  • Ensures that lodging consults are completed in order to obtain appropriate workload credit;
  • Verifies and updates demographics and eligibility for lodging;
  • Coordinates information and actions related to patient care and services;
  • Performs basic eligibility and travel benefits;
  • Assists with communication to and from the team and patient;
  • Communicates with physicians, case managers, and other medical staff members using sound interpersonal skills and is constantly aware of the sensitive information.
  • Utilizes complex databases to monitor lodging eligibility and communicates scheduled appointments with contracted hotel.
  • Sends itemized list of names to hotel for monthly billing, verifies billing prior to certification of invoices for payment

Work Schedule: Monday – Friday 7:30am-4pm or 8am-4:30pm as best meets the needs of the service

Telework: Not Available

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • 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
  • Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)


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.
    • (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
  • Certification. None required.
  • Physical Requirements: See VA Directive and Handbook 5019.

  • English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

Grade Determinations. In addition to the Basic Requirements, the following must be met and demonstrated on your resume in order to qualify for each grade level:


  • Experience or Education. None beyond the basic requirements.
  • Demonstrated Knowledge, Skills, and Abilities. 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.
  • Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit. They make/cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.


  • Experience. 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;


  • Education. Two years of education above high school. Transcript must be submitted.
  • Demonstrated Knowledge, Skills, and Abilities. 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.
  • Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: scheduling/rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook 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 in the Insurance Capture Buffer system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member.


  • Experience. One year of experience equivalent to the GS-4 grade level;


  • Education. Four years of education above high school. Transcript must be submitted.
  • Demonstrated Knowledge, Skills, and Abilities. 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.

Physical Requirements: Work requires some walking, standing, and bending, throughout the assigned unit, although it is considered primarily sedentary. Sitting is required for typing and data entry. He/she answers the phone and types on the computer keyboard from a seated position. Some light carrying of forms, medical records or supplies to various locations of the Prosthetics Area or medical center may be necessary, but nothing over 10 pounds.

References: VA Handbook 5005/53 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.

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-3 to GS-5.


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: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

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.

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 or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 22, 2021 or before appointment or onboarding with the agency, if after November 22. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.

Read more

  • Help 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.

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.

John L McClellan Memorial Veterans’ Hospital

4300 West Seventh Street

Little Rock, AR 72205