Medical Support Assistant (Advanced)

Summary

**The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.** Advanced Medical Support Assistant(s) are assigned to the following sections: Primary Acute Care Teams (PACT), various Specialty Clinics, Nursing Service or Inpatient Care. The Advanced Medical Support Assistant(s) provides specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model.

Duties

• MPORTANT NOTICE: This is an open continuous announcement and will remain open until September 30, 2027. Qualified applicants will be considered and referred as vacancies become available. This announcement may close without advanced notice. Major duties of the Advanced Medical Support Assistant (AMSA) include, but are not limited to: Reviews patient records, physician orders/consults, completing basic eligibility review for Community Care benefits Processes and manages consults through the life cycle of the consult, following relevant directives, guidelines, and SOPs regarding scheduling practices, initiation of authorizations, communications with patients and providers. Functions as a liaison between the VA, the community provider, the veteran, and Third-Party Administrator (TPA). Receives and responds to incoming telephone calls to the department, secure messages, incoming/outgoing faxes, referral management platforms, and other forms of internal/external communications. Completes varied assignments which are complex and detailed in nature, requiring coordination with the self-directed team members, team coordinator, administrative and clinical staff within the medical center and with community providers. Establishes and maintains good relations with veterans, their families, and others to promote an understanding of hospital system/activities, rules of eligibility and create an atmosphere conducive to quality care. Troubleshoots questions/concerns from local providers, hospitals, Veterans, expanded members of the health care team, and various stakeholders. Incumbent is expected to communicate well, both orally and in writing, and provide quality customer service to internal and external stakeholders. Acts as receptionist and communications' coordinator for the DOM or inpatient units, receiving numerous visits, telephone calls and messages from patient's families, friends and co-workers. Capable of handling each visitor or caller promptly and courteously, in accordance with provisions of the Privacy and Release of Information Act of 2002. Processes Beneficiary Travel Claims, including Ambulance Bills, as needed. Coordinates and schedules appointments for the DOM and inpatient units timely and accurately. This includes making appointments, processing Return to Clinic orders, cancelling appointments. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows: a. All appointments will be made with the patient's input, either in person or by phone. They may require a high level of coordination to avoid patients having to make multiple trips around the medical center whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled with mandated clinic timeframes. c. Daily reviews of the active and pending consults for accuracy and disposition. Participates in morning huddles on the DOM and inpatient units when requested. receiving data on the daily census. This may include admissions, discharges, room changes, etc. The incumbent is expected to handle all interactions with courtesy, professionalism, and diplomacy. It is expected that he/she will demonstrate flexibility amid changing priorities and/or critical deadlines. The incumbent is expected to meet the needs of customers while supporting VA missions. Work Schedule: Full time; Work schedule will be determined upon selection. Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annu…

Qualifications

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. 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 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: Advanced Medical Support Assistant, GS-6 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience: One year of experience equivalent to the GS-5 level. (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 within guidelines.) AND Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate the following KSAs:: i. Ability to collaborate [and] communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.] ii. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. Ability to communicate tactfully and effectively, [electronically, by phone, in person], and in writing, [with internal and external customers]. This may include preparing reports in various formats and presenting data to various organizational levels, [as well as resolving patient concerns]. iv. Advanced knowledge of the techn…

Education

IMPORTANT: If using post-high school education to substitute for high school education, you must submit a copy of your unofficial or official transcript with your application.If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)