Advanced Medical Support Assistant

Duties include but not limited to:
The Advanced Medical Support Assistant (AMSA) is responsible for scheduling and rescheduling appointments referring patients to other medical specialty clinics providing information to patientsnecessary to resolve complaints interactions with both internal and external customers reviewing and documenting clinical and administrative electronic health records (EHR); obtaining medical information from patients coordination information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. AMSA will collaborate with clinical staff to best coordinate the care needs of the Veteran.

The AMSA provides specialized and expert guidance to clinical staff on current administrative processes working collaboratively across administrative and clinical services at the medical center to address patients needs. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

The AMSAs responsibilities can include any point where the Veteran interacts with the medical center while navigating their health services. This includes but is not limited to assistance with screening patients visitors and caregivers assisting with Veterans interaction with kiosks and self-service machines clinic registration and scheduling. MSA will be required to communicate with Veterans through all patient outreach modalities including: JJP Call Center VA Video Connect Appointments (VCC) VetText and Vetlink.

The AMSA will assist in ensuring clinic utilization is optimized and effectively supports the needs of the organization and the Veterans. This requires practical knowledge of computerized data entry and information processing systems to enter modify and retrieve sensitive patient health information (PHI). These systems include electronic health records consult referral tracking and patient scheduling systems. AMSAs will ensure clinic optimization through generating reports administrative follow-up actions and evaluation of patient information and clinic schedules.

Responsibilities at this level may include but are not limited to: admitting patients discharging patients register veterans that come in through the emergency room scheduling canceling re-scheduling patient appointments and/or consults; entering no-show information in accordance with VHA national scheduling guidelines; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record; obtaining medical records faxing participating in huddles with other MSAs and/or JJP Medical Center staff to assist in determining the daily needs of the facility; monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.

The AMSA provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicate effectively and professionally in person electronically and/or by telephone with internal and external customers. The incumbent may lead an effective team working collaboratively across all administrative and clinical services throughout the health system. Other related duties may be assigned.

Work Schedule: Monday - Friday 8am-4:30pm.
Telework: Ad-Hoc subject to supervisor approval on an as needed basis in accordance with existing telework policies.
Virtual: This is not a virtual position.
Functional Statement #: 12374F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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 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 health assessment.
• 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

Basic Requirements.

• Citizenship. Citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.g.
• Experience and Education.
  • 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
  • Education. One year above high school; OR
  • Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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).

• Creditable Experience
  • Knowledge of MSA Practices. 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.
  • 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 a 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.
  • 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 to 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.

• 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.