Advanced Medical Support Assistant (Emergency Department)

Duties include but are not limited to:

• The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

• The AMSA must assist with clinic access contingency plans by adjusting appointment times location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

• The AMSA may be required to serve on more than one PACT or in more than one Specialty Clinic area or rotate in any MSA area.

• The AMSA supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC) for identification.

• The AMSA must use each interaction with the patient to validate and update patient demographic information either in person 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.

• The Advanced MSA fully participates in the daily team huddles and/or weekly team meetings where patient care planning and management occur.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 drivers licenses or state-issued dentification 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.

• 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.

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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.j.
• Experience and Education:
  • (1) Experience: 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; OR
  • (2) Education: One year above high school; OR
  • (3) Experience/Education Combination: Equivalent combination of experience and education are.

• 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.
  • iii. 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.