Advanced Medical Support Assistant

Advanced Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Indianapolis, Indiana

Salary Range: $45832 - $59581 Per Year

Job Summary: The incumbent serves in Employee Occupation Health (EOH) unit aligned under the Associate Chief Nurse, Primary Care, and is assigned under appropriate supervision at Veteran Health Indiana. Incumbent actively and continuously contributes to and maintains a collaborative, friendly, and ICARE centered work environment. ICARE core values (Integrity, Commitment, Advocacy, Respect, and Excellence) apply to all engagements and interactions including but not limited those with Veterans and coworkers.

Major Duties:

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced MSA supports the Facility Wide with ongoing management of contacting veterans and their caregivers for scheduling, canceling, and re-scheduling appointments and/or consults; entering no-show information; preparing for clinic visits; verifying and updating demographics and insurance information; processing records from outside medical care, and obtaining copies of form DD214 (Report of Military Separation) as needed for eligibility and benefit determination. Day to day tasks include, but may not be limited to: a. Knowledgeably utilizes VA scheduling software including the Electronic Health Record, ISS, VS GUI and Virtual Care Manager in establishing patient appointments within the appropriate desired date. b. Adheres to scheduling protocol on patient outreach attempts and ensures appointments entered in ISS are accurately reflected in CPRS. c. Appointments are cancelled/rescheduled according to established protocols and informational note is entered in CPRS. d. Patients receive a call 24-hours in advance and are reminded of scheduled appointments e. Verifies and updates demographic and eligibility information in computer systems. f. Refers all questions requiring immediate medical or clinical attention to the appropriate health care team member. The incumbent utilizes various reports to complete assigned tasks, such as EARR (Error Action Required report), 1st time appointment reports, consults due reports, and other national, VISN, and locally developed reports. Additional day to day tasks includes, but may not be limited to: a. Assists in the update, development, and maintenance of program materials, packets, and other printed materials. b. Assists with the orientation/on the job training of new staff. c. Completes work orders and contacts appropriate staff when requested to support the environment of care. d. Prepares correspondence to support the administrative functions of the assigned team; all correspondence is neatly formatted and checked for appropriate spelling and grammar, all documents are the current version, and outgoing Certified mail meets USPS standards. e. Participates in scheduling/phone audits and reviews to ensure effective scheduling practices. f. May have other administrative duties assigned, including but not limited to records management The incumbent provides support for the Health Administration Service and also cross trained in many of the specific job functions of other support staff performing duties such as resulting consults, scanning, and providing front desk coverage. This versatility enables the incumbent to provide cross coverage for time sensitive administrative duties needing completion when those staff with primary responsibility are unavailable. Work Schedule: Days Shift Tours Compressed/Flexible: Not available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:93864-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized 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) 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)

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. All other requirements must be met within 30 days of the closing date of this announcement. Basic Requirements: United States Citizenship: Citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. Grade Determination: In addition to meeting basic requirement listed above, applicant must possess at least one year experience at or equivalent to work at the next lower level, GS5 (Full Performance level), that provides the knowledge, skills, and abilities to perform successfully the work of the position. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate, in their resume, 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/. Grandfathering Provision: 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). Physical requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work. Condition of employment: Must be able to pass the national scheduling training exam and competency within 60 days of employment.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12952534. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 05/19/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2026-05-19