Medical Support Assistant (Advanced)

Medical Support Assistant (Advanced)

Department: Department of Veterans Affairs

Location(s): Anywhere in the U.S. (remote job), United States

Salary Range: $44959 - $58445 Per Year

Job Summary: The Advanced Medical Support Assistant (AMSA) position is located within the VISN 4 Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The AMSA provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver.

Major Duties:

• Major duties and responsibilities include, but may not be limited to: Responsible for providing excellent customer service on ACD (automated call distribution) lines, answering telephones, chat messages for all facilities within the VISN, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Gathering and obtaining medical information from patients; processing medication refill and medication renewal requests; reviewing electronic health record, obtaining medical records, verifying and updating all demographics. Manages various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Works collaboratively in an interprofessional coordinated care delivery model to provide specialized and expert administrative patient support while. Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; monitoring appointment requests from multiple electronic sources. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate all symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Performs other duties as assigned. Work Schedule: Varies, will be discussed during interviews, day shift tours Monday to Friday: 7:00am-3:30pm, 8:00am to 4:30pm, 8:30am to 5:00pm, 9:00am to 5:30pm. WHEN tours varies - weekends, evenings, nights: 7:00am-3:30pm, 10:30am-7:00pm, 11:00pm-7:30am, 11:30am-8:00pm, 2:30pm to 11:00pm, 10:30pm-7:00am, 11:00pm-7:30am. Functional Statement #: 00000 / Medical Support Assistant (Advanced) Relocation/Recruitment Incentives: Not Authorized

Qualifications: 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. 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. 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: Medical Support Assistant (Advanced), GS-6. In addition to the basic requirements, you must meet the specialized experience for the grade: Experience. One year of experience equivalent to the GS-5 grade level. Experience includes, but is not limited to: Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; Scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; Entering no-show information; monitoring appointment requests from multiple electronic sources; Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; Verifying and updating demographics and insurance information when patients check-in for appointments; Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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 organize 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. 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-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6 to GS-6. 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 11/17/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12830167. 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: 2025-11-17