Medical Support Assistant (Advanced)

Summary The Advanced Medical Support Assistant (AMSA) works as a team member of the Physical Medicine and Rehabilitation Service (PMRS) department within the Butler VAMC under the supervision of the Department Program Manager. The AMSA is responsible for scheduling and managing patient appointments for all PMRS clinics, including, but not limited to, physiatry, chiropractic, acupuncture, physical therapy, and occupational therapy. S/he communicates effectively with internal and external customers. Responsibilities VA Careers - Medical Support Assistant: Demonstrates clinic management skills by independently setting priorities, meeting deadlines, and collaborating with staff to resolve problems. Makes appointments for new and follow-up clinic visits for patients belonging to one or more providers in accordance with VHA Outpatient Scheduling Processes and Procedures. Ensures patients are educated on and offered VVC and telephone appointments appropriately. Collaborates with the Program Manager and clinical staff to review clinic utilization by using various reports (e.g., PM&RS Pending Consult List, RTC, PCMM), to ensure that the clinic setup is closely monitored, and makes adjustments as necessary to support the needs of the clinics. Ensures check in/out of patients through the Appointment Management software program system. Improves patient flow in the clinic which includes receiving patients, family members, and guests, and processes walk-in patients. Resolves problems independently, to the extent possible without manager's or clinician's intervention. Completes assignments promptly for a variety of patients in a timely manner, demonstrating initiative and independence. Determines eligibility and entitlement to VA medical benefits. Processes TRICARE patients as necessary. Patients are eligible Veterans and TRICARE beneficiaries. Demonstrates knowledge of the VA's strategic priorities, foundational services and Butler VA Health Care's own strategic initiatives and the role of rehabilitation and prosthetics in supporting these objectives. Understands, implement and explain services, policies, procedures and regulations to applicants, employees, volunteers and other internal and external customers. Employs advanced skills using various computer platforms including, but not limited to, Microsoft Office, Computerized Patient Record System (CPRS) and Veterans Health Information Systems, Technology Architecture (VISTA) menus to support the organization. Independently uses a variety of computer software packages and menus relating to inputting, accessing, processing, interpreting and presenting data. Responsible for facilitating accurate workload credit including ICD-10, CPT Codes and identifying incomplete provider encounters. Employs skills needed to operate other office equipment such as multi-function devices (MFDs), printers, copiers, scanners and fax machines. Demonstrates the knowledge and skills to properly format written and electronic materials including spelling, grammar and punctuation. Follows standard operating procedures to receive/refer patients, maintain and update records, and provide clerical support including the use of telephones, email, instant messaging and other forms of communication. Establishes effective interaction and tactful communication with patients, families and members of the health care team. Participates in meetings for patient care and staffing; completes training; assists with administrative tasks such as timekeeping, inventory, purchasing, organizing supplies and maintaining records. Sets priorities and organizes work independently to meet deadlines while ensuring compliance with established processes, policies and procedures. Complies with regulatory requirements including The Joint Commission, Office of Inspector General, Occupational Health and Safety Administration, and other VISN and VA Central Office stakeholders. Supports existing safety, emergency preparedness, Green Environmental Management System (GEMS), security and infection prevention policies. Complies with existing HIPAA, PII and other relevant information security requirements. Ensures the work environment is safe, organized, restocked and that equipment is functional. Communicates problems/concerns to supervisor as necessary. Practices universal precautions at all times and infection control standards, regulations, and practices. Recognizes and responds to emergencies, maintains BLS certification, follows safety protocols, and promptly reports workplace injuries or illnesses to supervisor. Serves as a preceptor for new MSA staff in various service lines as needed. Develops and updates resource materials for MSA training and reference. Provides scheduling and other support services to supervisors to assist with staffing coverage needs and plans including resource sharing to meet Butler VA's mission requirements other Service Lines as needed. Performs as member of local, VISN, and/or national VA committees and/or work groups to provide input concerning the function and contribution of MSAs. Includes data collection, documentation processes, and paper, electronic and virtual reports and presentations. Serves as a subject matter expert and role model related to MSA function and duties. Other duties as assigned. Work Schedule: Monday-Friday; 8:00am - 4:30pm Telework: Not Available. Virtual: This is not a virtual position. Requirements 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. Must pass pre-employment physical 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 Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: a. 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 38U.S.C. § 7407(a). b. Experience. None. c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. d. Licensure/Certification/Registration. None. e. 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. f. 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. g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations: Medical Support Assistant (Advanced) GS-6 Experience. One year of creditable experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: (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 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 G-6. Education 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.