Medical Support Assistant (Advanced)

The incumbent works collaboratively with interdisciplinary team members such as pharmacists social workers providers nurses case managers etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The AMSA duties include: maintaining appointment schedules scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner determine the nature of requests and provide the information desired using privacy rules and established processes.

At this level the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments tracking reviewing and responding to electronic orders consults and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care.

Other assignments at this level include but are not limited to:

• Prepares paperwork and manages ECFaxes and ensures timely return to HIMMS for scanning.
• Sends requests for records as needed by the PACT Team.- Verifying and updating demographics and insurance information (ICB).
• Encourages the use of new processes.
• Processes incoming secured messaging through MyHealthyVet. Addresses those that are administrative (ie. schedule requested appointments). May reassign to the appropriate PACT Team member. Monitor for timely completion to avoid delinquencies/escalations.
• Utilizes the medical record to enter information and research the needs of the patient as appropriate.
• Manages patient systems to verify and validate accuracy and resolve concerns.
• Provides excellent customer service and assists in providing front line resolution when applicable.
• Manages PACT Team reports and provides them at huddles (i.e. PACT Huddle Report Open Encounters) patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment.
• Completes scheduling in compliance with national facility and service directives policies and procedures.
• Informs team members about shared patients (i.e those who receive their care at multiple VA centers or those who receive care in the community)

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the Required Documents section of this announcement.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Resume Requirement: Your resume must be detailed include the following information: Job title description of duties beginning and ending date (month/year) of employment; and average hours worked per week.

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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.j.

GS-6Advanced MSA Experience. In addition to meeting the basic requirements candidates must possess one year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge Skills and Abilities (KSAs). Candidates must demonstrate the KSAs below:

1. 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.
2. Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.