Advanced Medical Support Assistant

To qualify for appointments to this position, all applicants must possess the following: 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.

Basic Requirement: Candidates must possess one of the following High school diploma or transcript (including homeschooling) General Education Development (GED) certificate Proficiency certificate issued by a State or Territorial Board or Department of Education Post-high school education You do not have one of the education levels listed above, but you were in the Medical Support Assistant occupation (GS-0679) on a permanent appointment with the Department of Veterans Affairs as of February 5, 2026, meeting all qualification requirements as part of the grandfathering provision Grade Determinations: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

GS-06.Medical Support Assistant (Advanced). GS-06.Experience Requirement. In addition to meeting the basic requirements, candidates must possess one (1) year of creditable experience equivalent to the next lower grade level (GS-05).

Examples of creditable experience include but are not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.

Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Knowledge, Skills, and Abilities (KSAs).

In addition to meeting the experience for the GS-06 level, candidates must possess the following Knowledge, Skills, and Abilities. (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 https://www.va.gov/ohrm/QualificationStandards/.The full performance level of this vacancy is GS 06.

01Physical 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.

The Advanced MSA will organize the work of the team in order to meet deadlines, ensure compliance with established processes, policies, and regulations; utilize comprehensive knowledge of the technical health care process as it relates to access to care in their assigned team/clinic areas; independently utilize reference sources, make decisions, and empower the team to collaborate and resolve problems in a complex systems environment; and use comprehensive knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process.

Duties Include: Greets veterans and beneficiaries, presenting in person or by telephone, requesting assistance. Puts them at ease by listening to their requests; determines the nature of their medical care needs, questions, or complaints; and answers questions, provides information, gives guidance, and initiates action as appropriate. Carefully questions patients about the nature of their medical problem.

Notifies the medical staff when potentially serious medical symptoms or complaints are identified and shares any information obtained from the patient or family with the clinical staff to assist in diagnosis, treatment, and appropriate referral. Receives and listens to complaints and grievances from patients or their representatives.

Makes inquiry into patient complaints and initiates action or change necessary to correct or resolve problem situations or conflicts or refers the complaint to the appropriate Service/Section. Explains and helps the veteran understand VA and our hospital's policies, procedures, and available services. Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to be scanned or performing the function within their area.

Perform the scanning duties and may be asked to train other MSA levels on the process. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels.

Work Schedule: Monday - Friday 8:00am - 4:30pm Functional Statement #72204F Advanced Medical Support Assistant Total Rewards of a Allied Health Professional