Advanced Medical Support Assistant

Summary

The Advanced Medical Support Assistant (AMSA) with Outpatient Services Scheduling (OSS) work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing and customer service.

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Duties

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VA Careers - Medical Support Assistant:

Total Rewards of a Allied Health Professional

The Advanced Medical Support Assistant (AMSA) is responsible for functions such as serving as an in initial point of contact for the units, clinics, patient, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. The AMSA position requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare systems organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

Major duties include (but not limited to):

Customer Service

• Greet and check in patients, assist patients with mobile check-in if needed.
• Gather medical information if needed.
• Refer patients to appropriate member of health care team as needed.
• Report backlogs, difficulties in meeting deadlines, uncooperative physicians.
• Document complaints.
• Ability to identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

Perform receptionist duties.

• Monitor copying and faxing.
• Answer and route incoming phone calls.
• Maintain Medical Charts
• Generate patient workload reports and monitors activity.
• Serve as a technical advisor and liaison.
• Respond to secure messages.
• Respond to appointment requests.

Scheduling Expectations

• Follow the current VA Scheduling Directive and Minimum Scheduling efforts.

Administrative duties

• Check Recall Reminder lists to avoid delinquencies.
• Prepare for clinic including printing appointment and clinic lists.
• Monitor ICB and patient demographics.
• Ensure encounter forms are completed.
• Ensure recalls are completed daily.
• Consult report clean up daily.
• Routinely review of active/pending consults daily.
• Interpret, verify, and disposition of provider orders.
• Complete reports.
• Monitor appointments for area of responsibility.
• Monitor and maintain clinic grids with supervision.
• Process all transfer to other facilities.
• Assist with clinic access contingency plans by adjusting appointment times, locations, or dates.
• Request medical records from Community Care providers and non-VA healthcare Institutions.
• Conduct special audits, studies or surveys as requested.
• Collect complete and appropriate data for reporting purposes.
• Organize and implement quality assurance documents for supervisor.
• Enter and monitor work orders.
• Order supplies and equipment.
• Provide coverage for scheduling staff during intermittent shortages.

Serves as a mentor to GS 3-5 MSAs

• Learn new processes to oversee training and implementation among other MSAs.
• Provide training during orientation and/or remedial for existing staff as needed.
• Resolve daily workplace issues.
• Provide guidance to staff members to include changes in policies and procedures.
• Provide guidance to MSA staff on the most current VA Scheduling Directive and Minimum Scheduling efforts.

Special Duties as assigned.

Work Schedule : 40 hours per week, Monday-Friday. 8:00 am to 4:30 pm.

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). 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 #/ Position Title : 000000/ Medical Support Assistant

Permanent Change of Station (PCS): Not Authorized

Requirements

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Conditions of employment

• 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.
• 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

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 01/19/2027.

Medical Support Assistant Basic Requirements :

Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. § 7407(a).

Experience and Education:

• Experience: None.

OR

• 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.

Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. 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.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

NOTE: This provision is not intended to regularize appointments/placements.

Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.

Physical 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).

Grade Determinations :

1. Creditable Experience: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
2. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
3. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

GS-5 Grade Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:

Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below:

1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND

GS-6 Grade Requirements: Candidates must be able to also demonstrate all of the knowledge, skills and abilities below (KSAs):

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

References: See Office of the Chief Human Capital Officer (OCHCO) website for VA specific qualification standards:

VA Qualification Standards - Office of the Chief Human Capital Officer (OCHCO).

The full performance level of this vacancy is GS-6

You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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).

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

The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

This is an open continuous announcement until 11:59 PM (ET) on 01/19/2027 ; applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available.

Area of Consideration - Eligible applications will be reviewed and referred in the following order:

• 1st Area of Consideration: Current permanent employees of the Nebraska-Western Iowa Health Care System to include the Community Based Outpatient Clinics (CBOCs), and the NWI Veterans Canteen Service.
• 2nd Area of Consideration: All other VA Agency Employees.
• 3rd Area of Consideration: Current permanent Federal employees of other agencies.
• 4th Area of Consideration: All other applicants based on Veterans' Preference.

Note: Veterans' Preference is not applicable to VA employees or employees of other Federal agencies.

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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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