Advanced Medical Support Assistant (Call Center)

Veterans Health Administration; Indianapolis (IN); On-site; USD 41,000 - 54,000; Full time

Job summary

The Veterans Health Administration is seeking an Advanced Medical Support Assistant (A/MSA) for the Call Center. The A/MSA provides a range of technical support duties that facilitate the work of physicians, physician assistants, nurses, and other staff who deliver direct patient care.

This role emphasizes coordinating care access, managing patient information, and supporting interdisciplinary teams to improve patient flow and service quality.

Qualifications

• High school diploma or GED or equivalent.
• One year of creditable experience at GS-5 or higher.

Responsibilities

• Provide technical support to clinicians and staff to facilitate patient care.
• Coordinate scheduling and patient access across care teams.

Skills

Scheduling coordination

Patient access

Medical terminology

Communication skills

Education

High school diploma or GED or equivalent

Job description

The position serves as an Advanced Medical Support Assistant for the Call Center . 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.

NOTE: You must include qualifying specialized experience employment periods in mm/yyyy to mm/yyyy format on your resume and indicate Full-Time or Part-Time (if Part-time, must include # of hours worked per week). AND, if you have held a Government position, that position's grade level MUST be listed on your resume; Failure to include all requirements in your resume may result in disqualification. Please refer to USAJOBS Help Center - What should I include in my federal resume? for additional information on resume requirements.

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.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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

• Experience: One year of creditable experience equivalent to the next lower grade GS-5.

Knowledge, Skills, and Abilities (KSAs)

In addition to the experience above, the candidate must demonstrate the following KSAs:

• 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.
• 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.

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. The actual grade at which an applicant may be selected for 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.