Advanced Medical Support Assistant

VA Careers - Medical Support Assistant: Advanced MSA work serves as the initial point-of-contact for Veteran interactions within health system clinics to conduct scheduling re-scheduling and cancellation of patient appointments tracking reviewing and responding to electronic orders consults and other elements in the electronic medical record and medical systems. The incumbent is an essential member of the Veterans health care team and communicates effectively with clinicians nurses and other health professionals in support of Veterans access to medical care.

Duties include but not limiited too:

• Serving as the initial point-of-contact for Veteran interactions within health system clinics to conduct scheduling re-scheduling and cancellation of patient appointments tracking reviewing and responding to electronic orders consults and other elements in the electronic medical record and medical systems.
• The incumbent is an essential member of the Veterans health care team and communicates effectively with clinicians nurses and other health professionals in support of Veterans access to medical care.
• The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings.
• The Advanced Medical Support assistant may be required to serve on more than one Primary Care PACT team or in more than one specialty service line or rotate into any scheduling area as needed.
• The incumbents duties scheduling activities must comply with established national VISN and local guidance particularly VHA Directive 1230 (Outpatient Scheduling Management) and VHA Directive 1232 (Consult Management) and must stay current with any updates or changes to VHA scheduling policies and procures.
• The incumbent will have Exceptional customer service and de-escalation skills are essential for effectively serving Veterans and coordinating their healthcare. A high degree of care and compassion is vital to maintaining a high-quality service experience for the Veterans while adhering to the VAs ICARE values: Integrity Commitment Advocacy Respect Excellence.
• The incumbent must have a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services to effectively interact with Veterans and coordinate with other medical services throughout the health care system.
• They must screen and receive phone calls in a courteous and timely manner determine the nature of requests and provide the information desired using privacy rules and clinic for processes.
• The incumbent will communicate with non-VA medical facilities to ensure effective coordination of care including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers.

• 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 drivers 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.

• 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. One year of experience equivalent to the GS-5 grade level.
• The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model . Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics specialties and/or care in the community resources .Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinicappointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient interdisciplinary coordinated care delivery model teams VA medical centers and other agencies e.g. assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults tests etc..