Advanced Medical Support Assistant

VA Careers - Medical Support Assistant: Advanced Medical Support Assistant (AMSA) plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access customer service patient flow and data validation issues. The AMSA is the initial interaction requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions. The following are not inclusive of all the duties performed by the AMSA:

• Maintains communication with the patient interdisciplinary team VA medical centers and other agencies.
• Communicates with non-VA medical facilities.
• Facilitates secure messaging with the patient and team.
• Manages a tracking system for follow up care such as consults tests etc.
• Participates in team huddles and team meetings.
• Schedules patient appointments.
• Sets priorities and the flow of the work to meet team and patient needs.
• Works with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.
• Monitors pre-appointment requirements to assure readiness for patient visits/procedures.
• Manages electronic wait list to verify and validate accuracy and resolve issues.
• Provides input in problem solving on operational issues or procedures in team meetings.
• Collaborates with the medical team to assure continuity of care.
• Evaluates patient information and clinic schedule lists for accuracy.
• Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames.
• Maintains the confidentiality of information obtained to carry out required duties.
• Routinely communicates with physicians case managers and other allied health professional staff.
• Works independently making decisions based on guidelines and regulations.

Work Schedule: Monday through Friday 8:30 am to 5:00 pm
Compressed/Flexible:Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 05087A
Relocation/Recruitment Incentives: 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 dentification 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.

As a condition of employment for accepting this position you will be required to serve a 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• 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.

Upon completion of your trial period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

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 U.S. citizens in accordance with VA Policy.
• Experience. No experience required.
• 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.
• Grandfathering Provision. Employees in VHA in this occupation under a permanent appropriate and legal placement on the effective date of the qualification standard are considered to have met all qualification requirements for the grade and/or assignment held including positive education and registration/certification where applicable.
• 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.
• Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019 for requirements.
• English Language Proficiency. AMSAs must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

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).

Grade Determination: In addition to the basic requirements for employment listed above the following education and experience criteria must be met for the grade.

Medical Support Assistant (Advanced) GS-6

Experience. One year of experience equivalent to the next lower grade GS-5 grade level. This experience includes:

• Operating computerized programs and systems in order to enter modify and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records scheduling systems and/or reports;
• Utilizing medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients;
• Scheduling medical appointments in a clinical setting;
• Working independently in the accomplishment of a wide variety of duties performing patient support work.
• Communicating effectively and professionally in person electronically and/or by telephone with internal and external customers.
• Providing customer service understanding and helping with customer concerns to ensure a satisfactory resolution.

Demonstrated Knowledge Skills and Abilities. . In addition to the experience above the candidate must demonstrate the following KSAs:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
6. 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.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-6.