Medical Support Assistant (Advanced)

Summary The Advanced Medical Support Assistant (MSA) will perform administrative support duties that may be performed in a Clinic Based Outpatient Clinic (CBOC), Call Center, Inpatient/ Outpatient Clinic at VA Northern California HCS. The incumbent will interact with internal /external customers; establishing and maintaining charts and administrative records; verifying insurance; obtaining medical information; coordinating information related to patient care and scheduling appointments. Responsibilities VA Careers - Medical Support Assistant: Total Rewards of a Allied Health Professional Major duties include, but are not limited to the following: Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommend changes to existing clinic procedures based on current administrative guidelines. Utilize numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjust as necessary. Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities. Prepare correspondence to notify patients of normal lab results; manage a system for follow -up care such as consults, tests, et c.). Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate. Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care by sharing information and collaborating with the interdisciplinary team. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifies incomplete encounters and communicates findings to providers; as needed. Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; 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). Work Schedule: Full-Time M-F 8:00 - 4:00 Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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) Telework: Not Available Virtual: This is NOT a virtual position. Functional Statement #: 07091F Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. 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, driver's 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. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: 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. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 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. English Language Proficiency: Dental assistants must be proficient in spoken and written English. Education and/or Experience: Experience. None. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.. Certification. None. 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: GS-6 Medical Support Assistant (Advanced) (1) Experience. One year of creditable experience equivalent to the next lower grade of GS-05. (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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 Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-06. Education Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.