Medical Support Assistant

Medical Support Assistant

The Veterans Health Administration is seeking Medical Support Assistants for the Veterans Health Administration, VISN 19 Rocky Mountain Network in Montana. This position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team, other clinic areas, call centers, Community Based Outpatient Clinics, and specialty care services. The role supports patient scheduling, telephone communication, eligibility review, appointment documentation, and professional customer service for Veterans and internal and external customers.

Location: Billings, MT; Bozeman, MT; Fort Harrison, MT; or Kalispell, MT

Vacancies: Many vacancies

Salary: $44,333 - $72,382 per year

Pay Scale & Grade: GS-3 to GS-5

Promotion Potential: GS-5

Work Schedule: Full-time, Monday - Friday, 8:00am - 4:30pm

Appointment Type: Permanent

Compressed/Flexible: Available

Telework: Ad-hoc / eligible as determined by agency policy

Remote/Virtual: Not available

Travel Required: Not required

Relocation/Recruitment Incentives: Not authorized

PCS: Not authorized

Drug Test: Not required

Security Clearance: Other

Position Sensitivity/Risk: Non-sensitive / Low Risk

Union Representation: Yes

Key Responsibilities:

• Answer and respond to incoming telephone calls.
• Route calls to the appropriate resource.
• Determine enrollment and eligibility for services.
• Ensure all outpatient clinic appointments are scheduled and documented.
• Schedule, reschedule, and cancel initial and follow-up appointments.
• Interact routinely with internal and external customers in a professional, helpful, respectful, and courteous manner.
• Treat employees and callers with respect regardless of level, personality, culture, or background.
• Show sensitivity and compassion for others while supporting clinic operations.
• Use patient data systems to support scheduling and administrative patient care functions.
• Review patient records, demographics, and insurance information as needed.
• Relay patient messages and physician requests to appropriate staff.

Basic Qualifications:

• Must be a U.S. Citizen. Non-citizens may only be appointed when qualified citizens cannot be recruited in accordance with VA policy.
• Must be proficient in written and spoken English.
• Must be subject to a background/security investigation.
• Must pass a pre-employment physical examination.
• Selective Service registration is required for males born after December 31, 1959.
• Must complete all required steps in the application process, including the application, questionnaire, and any required USA Hire assessments.
• Must complete all online onboarding requirements.
• Must provide acceptable identification for employment eligibility verification.
• Must participate in the seasonal influenza vaccination program as required for Department of Veterans Affairs health care personnel.
• Selected applicant will be required to serve a one-year or two-year trial period.
• Must have a high school diploma, GED, proficiency certificate, or equivalent qualifying education.
• No licensure, certification, or registration is required.

GS-3 Qualification Requirements:

• No experience or education is required beyond the basic requirements.
• This is an entry-level Medical Support Assistant position with guidance from more experienced staff.
• Applicants must demonstrate the ability to communicate courteously, use computer systems to enter administrative data, and learn basic medical terminology.

GS-4 Qualification Requirements:

• Must have one year of clerical, office, customer service, or other administrative experience that demonstrates the ability to perform the duties of the position; or
• Must have two years of education above high school; or
• Must have an equivalent combination of education and experience.
• Applicants must demonstrate the ability to communicate with patients and health care team members, use office automation systems, understand basic medical terminology, and record patient messages and physician requests.

GS-5 Qualification Requirements:

• Must have one year of experience equivalent to the GS-4 grade level; or
• Must have four years of education above high school; or
• Must have an equivalent combination of education and experience.
• Experience includes communicating with individuals from varying backgrounds, using office automation and scheduling systems, understanding medical terminology, recording patient messages, and supporting medical follow-up care.
• At the GS-5 full performance level, the Medical Support Assistant independently performs a full range of duties related to health care delivery in inpatient or outpatient settings.

Required Knowledge, Skills, and Abilities:

• Ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information.
• Advanced knowledge of medical terminology sufficient to understand diagnoses, procedures, and clinical staff instructions.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently while performing a wide variety of patient support duties.
• Ability to communicate effectively and professionally in person, electronically, and by telephone.
• Customer service skill and ability to identify concerns and refer issues to appropriate staff for resolution.

Education:

• A high school diploma, GED, proficiency certificate, or equivalent qualifying education is required.
• Education used to qualify must be from an accredited institution recognized by the U.S. Department of Education.
• Foreign education must be evaluated as equivalent to U.S. education by a recognized credential evaluation organization.
• Transcripts are required if using education to qualify.

Physical Requirements:

• Applicants must pass a pre-employment physical examination.
• Physical requirements are in accordance with VA Directive and Handbook 5019, Employee Occupational Health Service.

Required Documents:

• Resume
• SF-50 / Notification of Personnel Action, if current or former federal employee
• Transcript, if using education to qualify
• Veterans' preference documentation, if applicable
• DD-214 / Statement of Service, if applicable
• Disability Letter, if applicable
• Cover letter and other supporting documentation, if applicable

Benefits:

• Comprehensive federal benefits package.
• Health, dental, vision, life, and long-term care insurance options may be available depending on appointment type and work schedule.
• Paid time off and federal retirement benefits may be available depending on appointment type and work schedule.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work experience or military service, subject to approval.
• Eligibility for benefits depends on position type and whether the position is full-time, part-time, or intermittent.

Application Deadline: July 7, 2026 at 11:59 p.m. ET

Status: This job announcement has closed and is currently listed as reviewing applications.

This position was open to the public, including U.S. Citizens, Nationals, or those who owe allegiance to the United States. Applicants were required to submit a complete application package and complete any required USA Hire assessments through USAJOBS by the closing date.

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