Advanced Medical Support Assistant

VA Careers - Medical Support Assistant: Rewards of a Allied Health Professional

The incumbents work impacts the administrative aspects of Care in the Community including: access scheduling and coordinating appointments following approved clinic access principles CITC referral processing and customer service. The AMSA plays an integral role in identifying and developing steps or processes to resolve problems related to CITC processes and systems.

The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems. The incumbent performs a wide and diverse array of duties that include receiving and processing complex health and administrative information; and coordinating CITC services for Veterans throughout the WTVAHCS service area.

The AMSA works collaboratively with others in an interdisciplinary care delivery setting. The AMSA independently performs position responsibilities with little supervision and demonstrates the ability to set priorities and deadlines adjusting the flow and sequence of work to meet team and/or patient needs. The AMSA participates in regular team huddles or meetings.


Work Schedule: Monday - Friday; 8:00am - 4:30pm
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authoried
Permanent Change of Station (Relocation Assistance): Not Authorized
y increases When setting pay a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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 $144000 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: Ad-hoc available
Virtual: This is not a virtual position.
Functional Statement #: 55244-F
Permanent Change of Station (PCS): Not Authorized

• 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 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.

• 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.

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.
• 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.
• 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.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).
• 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.

• 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.
• 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.

• One (1) year of administrative/office customer service skills in de-escalation problem solving decision making and good tactful communication skills orally and in writing.
• Experience with document scanning and medical records indexing.
• Experience managing patient communications (e.g. telephone e-mail secure messaging) to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• Experience scheduling/rescheduling patient appointments in medical appointment software including experience reading and verifying providers orders consults and imaging requests.
• Advanced knowledge of health care processes as it relates to access to care.
• One (1) or more years of Community Care Service experience preferred.