Medical Support Assistant (Advanced)

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.

01Basic Requirements

To qualify for appointment 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). 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.

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).

02Grade Determinations

Advanced Medical Support Assistant GS-6 Experience. One year of experience equivalent to the GS-5 grade level. AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: 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.

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.

03Preferred Experience

1 year of creditable Healthcare experience equivalent to the GS-4 level in the federal system. This includes roles such as medical assistant, medical receptionist, or clinical administrative support in a hospital or clinic. Medical Terminology: Advanced familiarity with medical jargon is required due to the technical nature of physician notes and clinical processes.

Scheduling & Systems: Hands-on experience with Electronic Health Record (EHR) systems, appointment scheduling software, and managing multi-line phone systems or virtual patient portals. Interpersonal Skills: The ability to tactfully and effectively communicate with patients, clinicians, and internal staff. Multitasking & Organization: Managing patient flow, check-ins, outside referrals, and scheduling adjustments in high-volume, fast-paced environments.

Problem Solving: Capacity to independently set priorities and resolve 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-6 .

04Physical Requirements

See VA Directive and Handbook 5019.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced Medical Support Assistant will provides cross coverage between East Orange and Lyons campus regardless of duty station assignment on record. The Advance MSA participates in the daily team meetings where the group reviews individual patient requirements and formulates a plan for delivering the optimal level of care in the appropriate setting.

As a member of the team, the Advance MSA has a collective responsibility with other team members for the ongoing care of all patients. The incumbent will proactively engage with Veterans through multiple avenues to include MyHealtheVet (secure messaging), VetLink, VAOS, recall system or in person. Educates other members of the care team about scheduling protocol, including application of the Electronic Wait List (EWL), NEAR List and MISSION Act timeliness requirements.

Incumbent provides information to and receives patients reporting for scheduled and unscheduled visits; processes and directs patients in an expedient and efficient manner. Incumbent is also required to administratively screen all Veterans to determine the nature of medical problems and provide administrative assistance as required.

Duties require frequent data input and processing functions in VISTA/VS GUI for admissions, discharges, follow-up and/or referral appointment, means test, ICB capture and other administrative processes. The Advanced MSA coordinates with team members to review clinic utilization and ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, making necessary adjustments as needed.

S/he develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. May be tasked with assisting with communications with staff inside and outside the facility; communicating with non-VA medical facilities; processing secure messaging requests from the patient to the team; notifying patients of normal lab results; developing and managing a tracking system for follow up care such as consults, tests, etc.

Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about share patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.

AMSA will perform other duties as assigned. Work Schedule: 8am to 4:30pm Monday through Friday. Recruitment/Relocation Incentives (Sign-on Bonus): Not authorized. Permanent Change of Station (Relocation Assistance): Not authorized. Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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 $144,000 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 authorized. Virtual: This is not a virtual position. Functional Statement #:21W72-A Permanent Change of Station (PCS): Not authorized.