Advanced Medical Support Assistant

Veterans Health Administration (DOVA); Tampa (FL); On-site; USD 50,000 - 65,000; Full time

Job summary

The Advanced Medical Support Assistant (MSA) at Veterans Health Administration (DOVA) supports patient access across PACT and affiliated clinics, greets veterans, answers questions, collects information, and initiates actions to ensure timely care.

You will join a coordinated care team in Tampa, FL, with Monday–Friday 8:00 am–4:30 pm hours, and are subject to background checks, English proficiency, onboarding, influenza vaccination, and pre-employment requirements.

Qualifications

• English language proficiency is required.
• Background/security investigation will be conducted.
• Must pass pre-employment requirements and onboarding processes.

Responsibilities

• Greets veterans and beneficiaries, determines the nature of care needs, answers questions, provides information and initiates actions as appropriate.
• Supports patient safety using correct VA patient identification with two forms of ID.
• Assists in revenue-related processes by identifying patient insurance and promotes MyHealtheVet usage.
• Participates in daily team huddles and weekly meetings for patient care planning.
• Assists with the Beneficiary Travel Program and coordinates with Health Benefits Advisors on eligibility matters.
• Informs patients about lab results processes, tracks consults, and ensures readiness for appointments.
• Organizes team work to meet deadlines, ensures compliance with policies and regulations.
• Investigates patient complaints and escalates to appropriate service for resolution.
• Monitors patient flow and identifies delays in care delivery.

Job description

Summary

The Advanced Medical Support Assistant (MSA) position is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative to include all interdisciplinary clinics that support the initiative as well as the Community Based Outpatient Clinics (CBOCs) and Community Living Center. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, C&P and Call Center).
Learn more about this agency

Summary

The Advanced Medical Support Assistant (MSA) position is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative to include all interdisciplinary clinics that support the initiative as well as the Community Based Outpatient Clinics (CBOCs) and Community Living Center. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, C&P and Call Center).
Learn more about this agency

Overview

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Accepting applications
This job will close when we have received 75 applications which may be sooner than the closing date. Learn more
Location
Few vacancies in the following location:
Tampa, FL
No matching locations found.
Work site options

No

No

No

$49,711 – $64,623 per year

GS 6

None

Full-time

Not required

Permanent

Occupations and job series

• 0679 Medical Support Assistance

No

This job is in the Excepted Service

Yes

No

Other

Non-sensitive (NS)/Low Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

• Suitability/Fitness

Some jobs require financial disclosure to identify conflicts of interests.

CBTC-13098815-27-MG

890957800

This job is open to

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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

This Job is open to the Public. NOTE: The 2-page Resume requirement does not apply to this position.

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Duties

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The Advanced MSA performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

• Greets veterans and beneficiaries, presenting in person or by telephone, requesting assistance. Determines the nature of their medical care needs, questions, or complaints; and answers questions, provides information, gives guidance, and initiates action as appropriate.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification.
• Contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization ofMyHealtheVet (MHV).
• Participates in the daily team huddles and weekly team meetings where patient care planning and management occur.
• Assist with the Beneficiary Travel Program and work with the Health Benefits Advisor for eligibility and means test functions.
• Informs patients of the process to receive lab results, develops and manages a tracking system for consulted patients and monitors pre appointment requirements to assure readiness for patient visit/procedure (lab, x-ray).
• Organize the work of the team in order to meet deadlines, ensure compliance with established processes, policies, and regulations.
• Makes inquiry into patient complaints and initiates action or change necessary to correct or resolve problem situations or conflicts or refers the complaint to the appropriate Service/Section.
• The incumbent continually monitors patient flow, identifies existing and potential problem areas or delays in patient care delivery.

Work Schedule: Monday-Friday 8:00am-4:30pm

Functional Statement # 71240F Advanced Medical Support Assistant (MSA)
Total Rewards of a Allied Health Professional

Requirements

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Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation/examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the “Required Documents” section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for appointments to this position, all applicants must possess the following:

English Language Proficiency . Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date 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.

Basic Requirement:Candidates must possess one of the following

• High school diploma or transcript (including homeschooling)
• General Education Development (GED) certificate
• Proficiency certificate issued by a State or Territorial Board or Department of Education
• Post-high school education
• 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

Grade Determinations : In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

GS-06. Medical Support Assistant (Advanced), GS-06.

Experience Requirement. In addition to meeting the basic requirements, candidates must possess one (1) year of creditable experience equivalent to the next lower grade level (GS-05). Examples of creditable experience include but are not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient’s eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).

Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience for the GS-06 level, candidates must possess the following Knowledge, Skills, and Abilities:
(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.

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 primarily sedentary, although some walking, standing, bending, and carrying of light items such as papers, files, or office supplies may be required. The position requires the ability to sit for extended periods, work at a computer, and engage in frequent communication by telephone and in person. Occasional assistance in escorting patients or retrieving records may occur. No special physical demands are required to perform the duties of this position.

Education

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: https://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

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

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

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.

38 U.S.C. § 7412 waives the requirement to apply Veterans preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages.

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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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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.

Review our benefits
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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate’s abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members : Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Benefits

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.

Review our benefits
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.

Required documents

Required Documents

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To apply for this position, you must provide a complete Application Package which includes:

• Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), etc.

• Resume
• SF-50/ Notification of Personnel Action
• Transcript

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Agency contact information

Marva Gayle

[e-mail]

James A Haley Veterans Hospital

13000 Bruce B. Downs Boulevard

Tampa, FL 33612

US