Advanced Medical Support Assistant

Advanced Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Springfield, Ohio

Salary Range: $50928 - $66203 Per Year

Job Summary: This position is assigned to the Dayton VA Medical Center Springfield CBOC, Primary Care Service, and is responsible for administrative\clerical duties in support of patient care including the implementation and sustainment of the VHA Primary Care Patient Aligned Care Team (PACT) initiative.

Major Duties:

• Incumbent provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The incumbent responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care. Incumbent utilizes his/her knowledge of Primary Care clinic procedures and processes in order to accurately schedule appointments in GUI and/or VISTA in the appropriate physician/specialty clinics in accordance with existing procedures and guidelines. Incumbent uses knowledge of Primary Care services and procedure guidelines to clearly inform our customers (orally or in writing) or be able to direct inquiries regarding services to the appropriate personnel for resolution. Incumbent promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT. Being fully knowledgeable on using Cisco Finesse and what status to use. Understanding Cisco Finesse contributes to meeting the overall VHA performance goals of Average Speed of Answer (ASA), and Abandonment Rate (AR) as outlined in VHA Directive 2007-033, Telephone Service for Clinical Care. Incumbent demonstrates proper telephone etiquette: answers phones with name, and provides location where call is answered; determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution. Incumbent will meet customers' needs while operating within VA, VHA and local operating policies and guidelines. Customers include Veterans, family members, physicians, nurses, peers/co-workers, and all other medical center staff; visitors to the medical center. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 91503 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

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 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. c. Certification. None required. 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). Grade Determinations: [In addition to the basic requirements for employment listed in paragraph 3 above, the following [education and experience] criteria must be met when determining the grade of candidate Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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 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. [v.] 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. [vi.] Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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 06 to 06. Physical Requirements: See VA Directive and Handbook 5019.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/12/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12827634. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2025-11-12