Medical Support Assistant (Advanced)

Summary This Advanced Medical Support Assistant (AMSA) position is located in the VA Connecticut Healthcare System for the Nursing - Perioperative Service Line. This position is full time. Shift will be Monday-Friday, no Holidays, 7:00 a.m. - 3:30 p.m. Responsibilities Total Rewards of a Allied Health Professional Medical Support Assistant (Advanced) GS-0679-06 General Description:The purpose of this position is to serve as an Advanced Medical Support Assistant (AMSA) at a Medical Center in VISN 1 VA New England Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to the assigned section. Work is performed collaboratively in a Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team or Specialty Care Setting). Duties may include, but are not limited to: Supports clinics regarding clinic profile management. Collects and updates insurance information from Veterans, family members and other eligible patients. Prepares correspondence and memos as needed. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable. Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosks usage. Follows procedures regarding Community Care referrals. Serves as the initial point of contact for units, clinics, patients, call centers, Care in the Community regarding various aspects of patient appointments and referrals. Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Pre-Registers Veterans during check-in and utilizing call lists and telephones Veterans before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. In the performance of official duties, the employee has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA procedures. The employee is responsible for protecting data from unauthorized release of form loss, alteration, or unauthorized deletion, and following applicable regulations and instructions regarding access to computerized files and user ADP security as set out in the computer access agreement which the employee signs. As a front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. In the scheduling role, the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients in accordance with VHA Directive 1907.09 They must use each interaction with the patient to validate and update patient demographic information during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA's mandate to collect insurance information from Veterans, their families, and other eligible patients. They collect, scan, and update health insurance information serving a major role in the revenue process. This incumbent contributes to the revenue collection process by identifying patients with third party insurance. Work Schedule: Monday-Friday, 7:00 a.m.- 3:30 p.m. (No Holidays) Pay: Competitive salary and regular salary increases 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) Telework: Ad-Hoc availability per agency policy Virtual: This is not a virtual position. Functional Statement #: F01391 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. Must pass pre-employment physical evaluation/examination. 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. Experience: No experience required. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20, 2026) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Medical Support Assistant (Advanced) GS-06: Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually. High level customer service skills as evidenced by daily interaction and communication with clinicians, patients, families and coworkers. Evidence of work in a clinic setting with multiple inputs (in person, telephone, instant message communications) that need timely and professional resolution. Evidence of specific computer scheduling programs or software utilized in a clinic or hospital. And Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs: 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. Documentation Requirements for Proof of High School Completion or Higher If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) References: VA Handbook 5005/117 Medical Support Assistant Qualification Standard GS-0679, dated August 1, 2019. . This can be found in the local Human Resources Office.The full performance level of this vacancy is GS-06. Preferred Experience: Excellent customer service; Excellent technical skills with ability to navigate multiple data systems including entering consults; Timekeeping and scheduling experience preferred; Previous medical support assistant experience preferred. Reference: VA Handbook 5005/117 Medical Support Assistant Qualification Standard GS-0679, dated August 1, 2019. . This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering for other employees. Applicant may at times be exposed to stressful situations with Veterans. Education Substitution of Education: There is no educational substitution for the GS-06 level. 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. 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.