Policy Support Assistant Jobs (NOW HIRING)

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)
• Grandfathering Provision
• Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the 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
• NOTE: This provision is not intended to regularize appointments/placements Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of the candidates: Medical Support Assistant, GS-3 Experience or Education
• None beyond the basic requirements
• Medical Support Assistant, GS-4 Experience
• One year of creditable experience equivalent to the next lower grade (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, Skills, and Abilities (KSAs)
• In addition to the experience [or education] above, the candidate must demonstrate the following KSAs: 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
• Medical Support Assistant, GS-5 Experience
• One year of creditable experience equivalent to the next lower grade: (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 Knowledge, Skills, and Abilities (KSAs)
• In addition to the experience [or education] above, the candidate must demonstrate the following KSAs: 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
• Reference: 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
• Physical Requirements: 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.