Advanced Medical Support Assistant

The AMSA functions independently making on-the-spot decisions based on patient needs. The role requires a high level of independent judgment initiative and foresight as well as comprehensive knowledge of relevant laws practices and regulations. Duties include:

• Responsible for greeting the patients in person or by phone to determine the nature of their medical care needs questions or complaints providing necessary information and initiating appropriate actions.
• Identify if immediate medical evaluation and treatment are needed. Notify medical staff of serious symptoms or complaints.
• Investigate complaints initiate necessary actions to resolve the issues or referral to the appropriate service or section.
• Explains VA and hospital policies procedures and available services to help veterans understand their options.
• Monitors patient flow identifying existing and potential delays in processing veterans medical care requests.
• Initiate action with clinical staff to expedite cases and ensure the smooth flow of patient care from reception to disposition.
• Work as a team with healthcare providers and administrative staff to prevent and resolve delays and misunderstandings.
• Intervenes on patients behalf to resolve all problems and complaints regarding services rendered.
• Provides on-the-job training for clerical and technical employees who have face-to-face contact with veterans and the public offering guidance in resolving difficult and atypical problems.
• Serves as the primary contact with medical staff on eligibility matters and assists in investigating special cases such as Congressional inquiries.
• Provides oral explanations of individual eligibility for VA benefits appropriate fact sheets and detailed guidance on how to apply and navigate the examination process.
• Tracks casualties during emergency disaster situations directs patients for ancillary tests and coordinates scheduling to avoid conflicts.
• Coordinates temporary housing distributes meal vouchers and maintains the accuracy of EDIS and BMS systems.
• Monitors patient flow identifying existing and potential delays in processing veterans medical care requests.
• Logs events during the day shift and acts as a full assistant to the Health Administrative Specialist on Duty (HOD) during irregular tours.
• Performs other duties as assigned.

Work Schedule: Monday-Friday 7:30 AM - 4:00 PM Rotating shifts to include weekends and holidays
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)
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)
Virtual: This is not a virtual position.
Functional Statement #: 72239F

Total Rewards of a Allied Health Professional

• 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.

As a condition of employment for accepting this position you will be required to serve a 1 or 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. To qualify for appointments to this position all applicants must possess the following:
Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a)..
Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education. 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).

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. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed the following provisions apply:
(1) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.

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 Determinations: Medical Support Assistant (Advanced) GS-06.
Experience. One year of creditable experience equivalent to the next lower grade.

Knowledge Skills and Abilities (KSAs). In addition to the experience above the candidate must demonstrate the following KSAs:
(a) 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.
(b) 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.
(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
(d) 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.
(e) Ability to independently set priorities and organize work to meet deadlines ensuring compliance with established processes policies and regulations.
(f) 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 06.

Physical Requirements: The work is primarily sedentary although some walking standing bending and carrying of light items such as papers files or office supplies may be required. The position requires the ability to sit for extended periods work at a computer and engage in frequent communication by telephone and in person. Occasional assistance in escorting patients or retrieving records may occur. No special physical demands are required to perform the duties of this position.