Medical Support Assistant (Advanced) - Nursing HBPC

Summary The incumbent serves as an Advanced Medical Support Assistant (AMSA) for the Home Based Primary Care (HBPC) and Medical Foster Home (MFH) Programs.. The incumbent functions as the program's primary administrative point of contact and first line of communication, representing HBPC and MFH to Veterans, caregivers, internal VA services, community partners, and other stakeholders. Responsibilities Total Rewards of a Allied Health Professional Duties include, but are not limited to: * Access Management, Scheduling, and Consult Coordination - Independently monitors and manages consults for HBPC and MFH referrals, including appropriateness review, full chart review, appointment history, patient location confirmation, copay status verification, and Veteran/caregiver administrative screening. - Ensures consults meet all timeliness standards, including attempted contact within seven days and admission, rejection, or closure within 30 days. - Coordinates scheduling and support of interdisciplinary team visits while monitoring clinic utilization, balancing workload distribution, and recommending adjustments to optimize patient access. - Collaborates with ancillary services (e.g., lab, imaging, CITC, GEC) to coordinate needed appointments and administrative follow-up. - Ensures pre-appointment readiness requirements are met and identifies cases requiring urgent scheduling action. * Patient-Centered Communication and Program Representation - Serves as the program's first line of communication, providing high-level customer service and patient-centered administrative support. - Conducts in-person administrative home visits as required to assist Veterans who cannot complete intake or screening tasks by phone, ensuring all information is communicated clearly, respectfully, and in a manner sensitive to the Veteran's needs. - Provides face-to-face or telephonic program orientation to Veterans and caregivers regarding HBPC and MFH processes, expectations, rights, responsibilities, and administrative requirements. C* MFH Administrative Support - Assists with administrative processes related to MFH caregiver background checks, credentialing documentation, and required compliance tracking. - Coordinates with MFH program staff to ensure forms, records, and required documentation are complete and appropriately stored. * Data Management, Reporting, and Quality Assurance - Collects, validates, and compiles data for all HBPC and MFH reporting requirements, including census management, visit tracking, transmission reports, timeliness tracking, falls and infection reporting, and productivity monitoring.. * Home-Visit Administrative Support (Non-Clinical) - Conducts administrative home visits for delivering or retrieving documents, forms, records, or supplies essential to care coordination, when a Veteran is unable to complete these tasks remotely. - Provides administrative screening or gathers required referral information during in-home interactions. - Follows all VA travel and safety procedures for field staff. - Transporting clinical supplies is limited strictly to administrative or logistical purposes and excludes any clinical handling or patient-care activities. * Clerical, Administrative, and Organizational Responsibilities - Maintains Veteran records, ensures appropriate scanning and routing of documents, and manages forms requiring signatures or return to collaborating agencies. - Tracks performance-improvement forms, supply levels, office inventory, and equipment requisitions. - Assists in the creation, revision, and distribution of policies, procedures, and CPRS templates; coordinates with leadership, CAC teams, and other required reviewers. - Provides administrative support for program surveys, stakeholder outreach, and educational in-services. Work Schedule: Monday - Friday 8:00am to 4:45pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized 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: Yes - as determined by the agency policy Virtual: This is not a virtual position. Functional Statement #:55773-F Permanent Change of Station (PCS): Not Authorized This is a Bargaining Unit position 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. A current, unrestricted, valid state-issued Driver's License is required for this position. Operation of a motor vehicle is required for this position. A pre-employment examination will be required to validate your ability to operate a motor vehicle. A full physical will not be required. 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: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). 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). 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: Experience: One year of experience equivalent to the GS-5 grade level. Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible 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. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing 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 makes adjustments as necessary. MSAs at this level 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, etc.).Other assignments at this level include, but are not limited to: 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 .Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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 ii. 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 interdisciplinary 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 clinicians. Preferred Experience: Experience in administrative and clerical support in a healthcare setting Experience in patient scheduling and coordination Maintaining, updating, processing and documentation of records Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is 6. The actual grade at which an applicant may be selected for this vacancy is GS-6 Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position. IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: 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.