Advanced Medical Support Assistant

The Advanced Medical Support Assistant (MSA) position serves as a Clinic Clerk and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative as well as the VHA Patient Centered Medical Home Model transformation initiative. Patient care is delivered in a team-based model known as the teamlet. This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 25, 2026.

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: Must have six (6) 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: Have one (1) year of education above high school. OR, Combination of experience and education: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: GS-6 Experience: In addition to meeting the basic requirements, you must also have one year of experience equivalent to the GS-5 level. The specialized experience for this position includes the following, but not limited to: Performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting, advises clinical staff on administrative processes, scheduling appointments, monitoring appointment requests from multiple electronic sources, verifying and updating demographics and insurance information, and coordinating administrative functions. Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs): (Candidates must demonstrate all KSA's at this level.) 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. VA Handbook 5005/117, Part II, Appendix G-45, Medical Support Assistant Qualification Standards, GS-0679, Veterans Health Administration. The full performance level of this vacancy is GS-06 Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work. The incumbent will need to have the ability to verbally communicate and hear (aid is permitted) using a telephone and also must be able to type and operate computer equipment as an essential part of their position.