Medical Support Assistant (Advanced)

Medical Support Assistant (Advanced)

Department: Department of Veterans Affairs

Location(s): Durham, North Carolina

Salary Range: $54144 - $70387 Per Year

Job Summary: Durham VAHCS is a complexity 1A level health care system with a main medical center and multiple outpatient care clinics. The Advanced Medical Support Assistant(AMSA) serves as the initial point-of-contact for Veteran interactions within health system clinics to conduct scheduling, re-scheduling, and cancellation of patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Major Duties:

• The Advanced Medical Support Assistant (AMSA) serves as a member of the Durham VA Health Care System within the Health Administration (HAS) inpatient unit, operating in a Direct Care area at duty stations throughout the Health Care System. The AMSA is an essential member of the Veterans health care team and communicates effectively with clinicians, nurses, and other health professionals in support of Veteran's access to medical care. The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings. The Advanced Medical Support assistant may be required to serve on more than one Primary Care PACT team or in more than one specialty service line, or rotate into any scheduling area as needed. Duties of the AMSA include but are not limited to: Supports patient safety standards by requiring the correct Veterans Affairs identification of all patients Coordinates and schedules veteran medical appointments Assist with communications during the inpatient-to-outpatient discharge process, Active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran Comply with established national, VISN, and local guidance, particularly VHA Directive 1230 (Outpatient Scheduling Management), and VHA Directive 1232 (Consult Management Adhere to the VA's ICARE values: Integrity, Commitment, Advocacy, Respect, Excellence Understand clinic processes and available medical services throughout the Health Care System Effectively interact with Veterans and coordinate with other medical services throughout the health care system Screen and receive phone calls to determine the nature of requests and provide the information desired using privacy rules and clinic for processes. De-escalate situations involving upset, confused, or angry Veterans or caregivers utilizing appropriate communication techniques. Communicate with non-VA medical facilities to ensure effective coordination of care, during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers Pull reports from electronic health records and scheduling software systems to manage encounters, return to clinic orders, recall reminders, open slot management tools, and consults requiring initial or follow up scheduling actions Proficiency in electronic health records and scheduling software systems such as Vista Scheduling GUI (VSE), Consult Toolbox (CTB), Veterans Health Information Systems and Technology Architecture (VISTA), Computerized Patient Record System (CPRS), Consult Tracking Manager (CTM), Integrated Scheduling Solutions (ISS), Decision Support Tool (DST), My HealtheVet, Microsoft office and data dashboard tools in Pyramid Analytics and PowerBI. Support clinic access contingency plans by adjusting appointment times, locations, or dates as needed as well as shift appointments to other providers during staffing or coverage needs Assist in emergency management contingency plans for potential scheduling system outages. Use proper identification methods, verifying two forms of identification (name and full social security number and/or Veterans Health ID Card) Validate, collects, scans and update patient demographic and health insurance information Prepares various written correspondences for Veterans, including appointment notifications, normal lab result notices, and pre-appointment instructions Prevent unauthorized data release, loss, alteration, or deletion Perform a variety of duties in support of data entry and collection for the unit. Assist with communications during the inpatient-to-outpatient discharge process, Assist with service access contingency plans by adjusting appointment times, location, or dates and coverage areas This list of job duties is not inclusive of all duties associated with this position. Work Schedule: 3:30p- 12:00am, Monday-Friday (alternating holidays and weekends) Virtual: This is not a virtual position. Functional Statement #: 0000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: Basic Requirements: United States 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.). 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. 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. 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 meeting the basic requirements listed above, you must meet the grade requirements at the GS-5 level to qualify for this position. GS-6 Medical Support Assistant (Advanced) Specialized Experience: One year of experience equivalent to the GS-5 grade level. This includes but is not limited to; independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advises clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; interpreting and verifying provider orders in accordance with VHA national scheduling guideline; Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in team huddles to determine the daily needs of the clinic; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; coordinating 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.) In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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 inter disciplinary 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 clinician. 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. Physical Requirements: See VA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day.

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/12906325. 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, 03/26/2026. 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: 2026-03-26