Medical Support Assistant (Advanced)

Qualifications Basic Requirements: United States 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: None 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 In addition to six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position 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 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) Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-06. ]]>