Advanced Medical Support Assistant

Advanced Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Eureka, California

Salary Range: $51715 - $67227 Per Year

Job Summary: The Advanced Medical Support Assistant (Advanced MSA) is responsible for a range of clerical and administrative duties that demonstrate the full-performance level of the Advanced MSA. Advanced MSA's perform a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care.

Major Duties:

• At this level the Advanced MSA must have the ability to work rapidly and independently with a high degree of accuracy. The Advanced MSA must be dependable, use good judgement and effectively/accurately analyze and evaluate all situations to ensure the veteran receives the highest quality of care. Good written and oral communication skills are essential. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model, a PACT at the assigned VA CBOC a division of San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care. The Advanced MSA is the primary source of contact to the patient by phone and/or in person, acts as the liaison to the clinical staff and provides administrative assistance for the assigned Clinic. As a front line contact to the patient, the Advanced MSA sets the tone for perception concerning the quality of healthcare services provided by VA. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Advanced MSA's are considered chief sources of information and play an important role in accomplishing the work of the unit by performing duties below. Duties include but are not limited to: 1. Scheduling, cancelling, re-scheduling patient's appointments and/or consults; entering no-show information and appointment cancellation information. 2. Sending appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments. 3. Verifying and updating demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture. 4. Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts. 5. Checking and responding to voicemail. 6. Responsible for incoming and outgoing faxing and distribution. 7. Monitor, manage and/or complete multiple reports, lists and suspenses to include but not limited to: electronic wait list, unseen report, recall reminders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking. 8. May be required to perform the following: Timekeeping, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator), PIV PIN Re-setter, maintenance of office supplies as designated shopper 9. Enters appropriate, complete, accurate information into electronic record (CPRS/VISTA) and other clinical information systems as appropriate to the area assigned. 10. Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes. 11. Performs typing work from written material using word processing or electronic spreadsheet software and equipment (such as but not limited to Microsoft office applications). 12. Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing or physician staff. Collaborates effectively with the other staff to ensure seamless care. 13. Responsible for acknowledging, responding and/or completing routed view alerts with-in 48 business hours. 14. As required, types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel. 15. Maintains up to date status on mandatory TMS training to include but not limited to: VA Scheduling Requirements. 16. Understanding of beneficiary enrollment and means testing. 17. The Advanced MSA may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee. 18. Preparation for clinic visits to include PACT scrubbing and/or PACT Huddles. 19. Discharge coordination. 20. Reconciles end-of-shift/end-of-day processing and reports. 21. Generating, receiving and distributing mail to medical staff and patients. Responds to incoming correspondence & performs general filing. 22. Receives sorts and delivers to the appropriate individual(s) incoming and outgoing mail or other documents. 23. Determining patients' eligibility for treatment and paid travel expenses 24. Recording physicians' orders for patients on a variety of records 25. Selecting, completing, and routing requests for patient activities and treatment procedures; 26. Scheduling appointments for patients with other medical services Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Relocation/Recruitment Incentives: Not authorized Telework: This position is not eligible for telework.

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/26/2025. 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. English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Creditable Experience 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 a 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 to 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. 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). Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). Preferred Experience: Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEAMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward. Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines. You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. 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 11/26/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12832839. 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: 2025-11-26