Medical Support Assistant (Advanced)
What you'd do
This position is located in the National CARDIO-VET Network. The Advanced Medical Support Assistant (A/MSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. National CARDIO-VET Network expands outpatient cardiology care to rural Veterans leveraging a hub & spoke model of care.
Major duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties: Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the Medical Support Assistant Advanced (A/MSA) sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who 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 their family members both in person and on the phone. Screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes. Consult and Appointment Management: The A/MSA is responsible for following through on providers' orders including scheduling appropriate consultation requests, labs, x-rays and various other specialty clinics. Daily review of active/pending consults. Meets, Communicates, and Interacts: Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments Operates Computerized Programs: Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Employee Education: Complies with Employee Education requirements by completing mandatory annual assignments. Works Independently: The A/MSA will work in a proficient and self-directed manner to accomplish a wide variety of tasks. The A/MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: Monday-Friday, 7:00a.m.-4:00p.m. Telework: Ad-Hoc may be available Virtual: This is not a virtual position. Functional Statement #: 91463A
What you need to qualify
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 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. OR 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" (A Transcript or proof of High School Diploma/Equivalent is required if basing any or all qualifications on education). Licensure/Certification/Registration. None. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations: In addition to the basic requirements above, applicants must meet the following experience: Medical Support Assistant (Advanced), GS-06. (1) Experience. One year of experience equivalent to the next lower grade level GS-5 Medical Support Assistant grade level. Duties at this level include, but are not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; answering phones; greeting patients; relaying messages to appropriate staff inside or outside of the unit; scheduling appointments; including interpreting and verifying provider orders to schedule within scheduling guidelines. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: (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. Note: Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity/difficulty and a range of varieties. 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). Preferred Experience: 1 year customer service and phone etiquette. 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. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting.
Before you apply
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