Advanced Medical Support Assistant

Summary
The Advanced Medical Support Assistant (AMSA) with Outpatient Services Scheduling (OSS) work impacts the administrative aspect of patient care including access - scheduling/coordinating appointments using advanced clinic access principles - collecting and updating demographic and insurance information - patient processing and customer service.
Qualifications
To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 11:59 PM (ET) on 05/08/2026. Medical Support Assistant
Basic Requirements

• Citizenship: Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.g.)
• 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
• Certification
• None required
• Grandfathering Provision
• All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - which are a part of the basic requirements of the occupation
• For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: Such employees may be reassigned - promoted - or changed to a lower grade within the occupation
• 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
• If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• 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
• Physical Requirements
• See VA Directive and Handbook 5019
• 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
• Grade Determinations: Knowledge of MSA Practices: To be creditable - the experience must have demonstrated the knowledge - skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
• Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek
• For example - an MSA employed 20 hours a week - or on a 1/2-time basis - would receive one full-time workweek of credit for each two weeks of service
• GS-5 Grade Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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
• AND GS-6 Grade Requirements: Candidates must be able to also demonstrate all of the knowledge - skills and abilities below (KSAs): 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
• Ability to independently set priorities and organizes work to meet deadlines - ensuring compliance with established processes - policies and regulations
• 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
• Advanced knowledge of the technical health care process (including - but not limited to - scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow - and patient support care administrative functions to include - but not limited to appointment cycles - outside patient referrals - follow-up care - overbooking - provider availability - etc
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• References: Former VA Handbook reference: Part II Appendix G45
• Effective date: 8/1/2019
• Medical Support Assistant Qualification Standard
• GS-6 The full performance level of this vacancy is GS-6 You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
  

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional This occupational series may be eligible for the Student Loan Repayment Program (SLRP)
• Repayment is limited to $40 -000 annually - up to $100 -000 in lifetime awards
• Participants must sign a three-year service agreement and maintain an acceptable level of performance to remain eligible for this program
• Contact VHAV23SLRP@va.gov for more information
• The Advanced Medical Support Assistant (AMSA) is responsible for functions such as serving as an in initial point of contact for the units - clinics - patient - to include - but not limited to - scheduling patient appointments - tracking - reviewing - and responding to electronic orders - consults - and other elements in the electronic medical record and medical systems
• The AMSA position requires a practical knowledge of computerized data entry - information processing systems and software related to patient care - the healthcare systems organization and services - basic rules and regulations governing visitors and patient treatment - knowledge of standard procedures - utilizing medical records - and medical terminology
• Major duties include (but not limited to): Customer Service Greet and check in patients - assist patients with mobile check-in if needed
• Gather medical information if needed
• Refer patients to appropriate member of health care team as needed
• Report backlogs - difficulties in meeting deadlines - uncooperative physicians
• Document complaints
• Ability to identify customer's concerns - perform the tasks required to resolve the issues accurately and timely - and follow-up as necessary to ensure a satisfactory resolution
• Perform receptionist duties
• Monitor copying and faxing
• Answer and route incoming phone calls
• Maintain Medical Charts Generate patient workload reports and monitors activity
• Serve as a technical advisor and liaison
• Respond to secure messages
• Respond to appointment requests
• Scheduling Expectations Follow the current VA Scheduling Directive and Minimum Scheduling efforts
• Administrative duties Check Recall Reminder lists to avoid delinquencies
• Prepare for clinic including printing appointment and clinic lists
• Monitor ICB and patient demographics
• Ensure encounter forms are completed
• Ensure recalls are completed daily
• Consult report clean up daily
• Routinely review of active/pending consults daily
• Interpret - verify - and disposition of provider orders
• Complete reports
• Monitor appointments for area of responsibility
• Monitor and maintain clinic grids with supervision
• Process all transfer to other facilities
• Assist with clinic access contingency plans by adjusting appointment times - locations - or dates
• Request medical records from Community Care providers and non-VA healthcare Institutions
• Conduct special audits - studies or surveys as requested
• Collect complete and appropriate data for reporting purposes
• Organize and implement quality assurance documents for supervisor
• Enter and monitor work orders
• Order supplies and equipment
• Provide coverage for scheduling staff during intermittent shortages
• Serves as a mentor to GS 3-5 MSAs Learn new processes to oversee training and implementation among other MSAs
• Provide training during orientation and/or remedial for existing staff as needed
• Resolve daily workplace issues
• Provide guidance to staff members to include changes in policies and procedures
• Provide guidance to MSA staff on the most current VA Scheduling Directive and Minimum Scheduling efforts
• Special Duties as assigned
• Work Schedule: 40 hours per week - Monday-Friday
• Duty hours will vary and will be discussed during the interview process
• Pay: Competitive salary and regular salary increases 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 annual leave accrual - based on prior [work experience] or military service experience
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available
• Virtual: This is not a virtual position
• Functional Statement #/ Position Title: 000000/ Medical Support Assistant Permanent Change of Station (PCS): Not Authorized

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