Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Boston (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking a Medical Support Assistant (Advanced) for the VA Boston Healthcare System. This full-time position involves providing essential administrative support within a healthcare environment, effectively managing patient information, and facilitating communication across various medical disciplines.

The ideal candidate must have strong customer service skills, be proficient in English, and possess a high school diploma or equivalent. The role involves various responsibilities including handling phone calls and assisting with clinic profile management.

Qualifications

• United States citizenship required.
• High school diploma or equivalent certification.
• Must be proficient in spoken and written English.

Responsibilities

• Provide administrative support and manage clinic profiles.
• Collect and update insurance information.
• Screen and receive phone calls timely.

Skills

Customer service skills

Communication

Computer scheduling

Education

High school diploma or equivalent

Tools

Scheduling software

VISTA Imaging

Job description

Summary

The AMSA positions are in multiple service lines at the VA Boston Healthcare System, located on the Jamaica Plain campus. These positions are full time. Most shifts are scheduled during the day — but some shifts could be evenings, nights, and include weekends/holidays and may work tours other than their regular scheduled tours to cover shortages or high patient volume. Shift changes will be considered based on patient and facility needs.

Qualifications

• United States Citizenship: Be a citizen of the United States (U.S.)
• Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C.
• 7407(a)
• Experience: None
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a state or territorial-level board or department of education
• Licensure/Certification/Registration: None
• Physical Requirements: See VA Directive and Handbook 5019 – Employee Occupational Health Service for requirements
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20, 2026) are considered to have met all qualification requirements for the title, series, and grade held.
• For employees who do not meet all basic requirements: provisions allow reassignment, promotion, or change to a lower grade within the occupation; temporary appointments may not be extended until full requirements are met; employees who are converted to Title 38 hybrid status may lose protected status and must meet the full VA qualification standard upon reentry.
• Grade Determinations: Medical Support Assistant (Advanced) GS‑06 – Experience: One (1) year of experience equivalent to the next lower grade level in federal service (GS‑05)
• Experience includes: Clinic experience in a hospital or doctor’s office setting to include scheduling a high volume of appointments annually
• High‑level customer service skills evidenced by daily interaction and communication with clinicians, patients, families, and coworkers
• Evidence of work in a clinic setting with multiple inputs (in person, telephone, instant message) that need timely and professional resolution
• Evidence of specific computer scheduling programs or software used in a clinic or hospital
• At least six months of clerical, office, customer service, or other administrative work indicating the ability to acquire the particular knowledge and skills needed for the role
• Demonstrated Knowledge, Skills, and Abilities (KSA): 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, nursing staff) to accomplish team goal setting and ensure care to patients is met
• Ability to independently set priorities and organize work to meet deadlines and ensure 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
• Preparing reports in various formats and presenting data at various organizational levels, as well as resolving patient concerns
• Advanced knowledge of the technical health‑care process (including scheduling across interdisciplinary coordinated care delivery and community care 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 community care operational activities that affect patient flow, appointment cycles, external referrals, follow‑up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language used by clinicians
• Reference: For more information on this qualification standard – see https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS‑06.

Duties

• Position serves as a Medical Support Assistant (Advanced) at VA Boston Healthcare System.
• Responsible for a wide range of assignments and provides administrative support to the assigned section.
• Supports clinics regarding clinic profile management.
• Collects and updates insurance information from Veterans, family members, and other eligible patients.
• Prepares correspondence and memos as needed.
• Screens and receives phone calls in a courteous and timely manner, determines the nature of the request, and provides the information desired using privacy rules and established clinic processes.
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA when applicable.
• Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosk usage.
• Follows procedures regarding Community Care referrals.
• Serves as the initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding various aspects of patient appointments and referrals.
• Enters Veterans seeking emergent or urgent care into the scheduling system accurately.
• Pre‑registers Veterans during check‑in and utilizes call lists and telephone calls before their scheduled visits.
• Updates all patient demographics.
• Communicates and interacts with patients in a manner appropriate to the cognitive, emotional, and chronological maturation needs of adult and/or geriatric patients.
• Work schedule: Monday through Friday – day shift hours, various tour of duties to be determined.