Advanced Medical Support Assistant

Duties include but are not limited to:

The MSA utilizes multiple computer applications as well as the integrated electronic medical record system. Successful performance in this position requires knowledge of medical terminology administrative and department procedures for the management of records and forms information security and exchange management of reports and data scheduling of patient appointments telephone care and public relations/customer service. Analytical ability judgment discretion and dedication to customer service are required daily to carry out the functions of this position.

Assignments at this level include but are not limited to:

a. Receives and relays incoming and outgoing telephone messages.
b. Checks patients in and out from appointments.
c. Schedules return to clinic orders
d. Set up clinic paperwork
e. Process faxes scanning and printing of documents
f. Directs patients to other areas of the hospital
g. Changes and reschedules clinics
h. Greets patients when presenting
i. Cancels and reschedules appointments

MSA contacts patients VA Medical Center staff and community medical staff daily. This front-line contact will affect the perception of the quality of healthcare services provided by the VA. A high degree of tact and diplomacy is required when dealing with Veterans who may have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring compassionate and sensitive manner is essential when explaining procedures to Veterans and family members both in person and on the phone.

Variations in work result from changing priorities which frequently depend upon the urgency of the situation. MSA must use a high degree of tact poise empathy diplomacy and compassion dealing with Veterans families caregivers fellow co-workers and hospital staff. The work involves discussion with patients or their representatives to collect data for administrative processing making referrals scheduling coordinating and monitoring return appointments for outpatient and inpatient treatment in compliance with VHA scheduling directives and HIPAA regulations. It is also expected that VACC MSAs maintain expert level knowledge in eligibility criteria standard processing in every facet of the coordination process and the MISSION Act as it applies to Community Care. Lastly VACC MSAs will remain flexible through any future iterations or changes in process.


Work Schedule: M - F 8:30am - 5pm or 7:30am to 4pm. Schedule(s) will be discussed during interview.
Permanent Change of Station (Relocation Assistance): Not authorized.
Pay: Competitive salary and regular salary increases.
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: Not available
Virtual: This is not a virtual position.
Functional Statement #: 21N19-A
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.
• Must pass pre-employment physical examination or 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.

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.
• Grandfathering Provision. 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).
• 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. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

1. Experience. One year of creditable experience equivalent to the next lower grade.
2. Knowledge Skills and Abilities (KSAs). In addition to the experience above the candidate must demonstrate the following KSAs:

• 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.