Advanced Medical Support Assistant

U.S. Department of Veterans Affairs; Madison (WI); On-site; USD 53,000 - 70,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking an Advanced Medical Support Assistant to serve as the initial contact at the VA Northern California Health Care System. This role involves scheduling patient appointments, managing electronic orders, and ensuring effective communication within the healthcare team. Ideal candidates will have experience in clerical work and a strong commitment to customer service.

Qualifications

• Six months experience in clerical or customer service roles.
• Proficient in spoken and written English.
• Ability to handle confidential information.

Responsibilities

• Schedule patient appointments and manage electronic records.
• Communicate effectively with patients and healthcare teams.
• Evaluate patient information for appointment needs.

Skills

Customer Service

Communication

Data Entry

Education

One year above high school

Job description

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U.S. Department of Veterans Affairs provided pay range

This range is provided by U.S. Department of Veterans Affairs. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$53,386.00/yr - $69,399.00/yr

Summary

Serves as the initial point of contact at the VA Northern California Health Care System McClellan, California, Community Care Service. Incumbent is responsible for scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

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Duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Total Rewards: https://vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The Advanced Medical Support Assistant recommends changes to existing procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Advanced Medical Support Assistants at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams], VA medical centers, and other agencies (e.g., communicate with non-VA medical facilities). Requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

The duties of this position include but are not limited to the following:

• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
• Identifies incomplete encounters and communicates findings to providers
• Enters appropriate information into the electronic record
• Manages patient systems to verify and validate accuracy and resolve issues
• Evaluates patient information to determine whether the patient requires an immediate appointment
• Informs team members about shared patients ([i.e.]., those who receive their care at multiple VA centers or those who receive care in the community)
• Meets the needs of customers while supporting the medical center and service missions
• Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner
• Provides the customer with consistent information according to established policies and procedures
• Handles conflict and problems in dealing with the customer constructively and appropriately
  
  

Work Schedule: Full-time, Monday - Friday, 08:00am - 04:30pm (PST)

Telework: Not Available.

Virtual: This is not a virtual position.

Remote: This is not a remote position.

Functional Statement #: 612-00475-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized



Financial Disclosure Report: Not required

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Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
  
  

Qualifications

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 and Education:
• 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.
• Certification. None required.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
  

Grade Determinations:

Medical Support Assistant (Advanced), GS-6:

Experience. One year of experience equivalent to the [GS-5] grade level.

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.
  
  

Assignment: The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic [appointment availability] (utilization) to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary.

The full performance level of this vacancy is GS-6.



Physical Requirements: See VA Directive and Handbook 5019.



Reference: FORMER VA HANDBOOK REFERENCE: PART II APPENDIX G45, EFFECTIVE DATE: August 1, 2019.

Education

There is no educational substitution at this grade level.



Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This position is in the Excepted Service and does not confer competitive status.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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• Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

• Industries

  Hospitals and Health Care

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