Medical Support Assistant (Advanced)
What you'd do
The Advanced Medical Support Assistant (AMSA) provides essential administrative and clerical support to outpatient and community-based outpatient clinics within the VA Caribbean Healthcare System (VACHS) in Puerto Rico and US Virgin Islands. Working as part of an interdisciplinary care team, the AMSA ensures efficient clinic operations by managing patient flow, coordinating appointments, and facilitating diagnostic and treatment orders.
Major duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties include but are not limited to: Reviews and manages clinic appointment availability and utilization to ensure efficient scheduling and maximum access to care. Enters data for each scheduled appointment, including check-ins, service-connected appointments, no-shows, and other required information as per current scheduling procedures and guidelines. Coordinates communications among Veterans, interdisciplinary teams, VA medical centers, and external agencies. Prepares and issues correspondence to notify patients of test results or follow-up requirements. Maintains tracking systems for consults, laboratory results, and follow-up care. Identifies incomplete encounters and collaborating with providers to ensure timely documentation. Monitors pre-appointment requirements and verifying readiness for patient visits or procedures. Evaluates clinic schedule lists to identify Veterans needing immediate appointments or special accommodations. Determines Veteran eligibility and enrollment status using the Veteran Enrollment System (VES) and other administrative tools. Coordinates emergency and non-emergency transfers to VA or non-VA facilities and determining appointment type based on eligibility. Work Schedule: 7:30am - 4:00pm, Monday - Friday Telework: Ad-Hoc Only Virtual: This is not a virtual position. Functional Statement #: 62019F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
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: Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education: One year above high school; OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement effective February 5, 2026 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: 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. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. Grade Determinations: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Advanced Medical Support Assistant, GS-6 Experience: One year of experience equivalent to the GS-5 level. Scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance within guidelines. Demonstrated Knowledge, Skills, and Abilities: In addition to the experience above, the candidate must demonstrate the following KSAs: i. 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.] ii. [Ability to independently] set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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]. iv. 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. [v.] 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. [vi.] Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: The preferred AMSA demonstrates strong professionalism, discretion, and compassionate communication when supporting Veterans and their families. They excel at managing complex administrative tasks with independence, sound judgment, and adaptability across multiple clinics and care settings. Key characteristics include attention to detail, reliability, and the ability to anticipate administrative needs while maintaining awareness of patient care priorities. Effective coordination, clear communication with interdisciplinary teams, and consistent courtesy in all interactions are essential, along with cultural sensitivity and adherence to privacy and security regulations. 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: Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.
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