Medical Support Assistant (Advanced)

U.S. Department of Veterans Affairs; Hyannis (MA); On-site; USD 38,000 - 52,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking an Advanced Medical Support Assistant at the VA Providence Health Care System. The role involves providing administrative support, managing patient scheduling, and ensuring high-quality service to Veterans.

Qualified candidates will possess a high school diploma or equivalent, outstanding customer service skills, and experience in a clinic or hospital setting. This position requires working day and evening shifts, Monday through Friday, based on facility requirements.

Qualifications

• Must be a U.S. citizen.
• High school diploma or GED required.
• Proficient in spoken and written English.
• One year of experience in a clinic or hospital setting.

Responsibilities

• Provide administrative support for the assigned section.
• Schedule appointments and update patient information.
• Serve as the initial point of contact for patient appointments.
• Ensure data entry accuracy into VISTA.

Skills

Customer service skills

Communication skills

Scheduling experience

Clerical experience

Knowledge of medical terminology

Education

High school diploma or equivalent

Tools

VISTA scheduling software

Job description

Summary

Advanced Medical Support Assistant positions fall under various health care service lines within VA Providence Health Care System. Most shifts are scheduled during the day but some shifts could be evenings, nights, and include weekends/holidays. Medical Support Assistants (Advanced) may work tours other than their regular scheduled tour. Shift changes will be 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, GED, 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: Proficient in spoken and written English in accordance with 38 U.S.C. §7403(f)
• Grandfathering provision: All Medical Support Assistants 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
• Grade determination: 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 schedule 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 communications) that require timely and professional resolution
• Evidence of specific computer scheduling programs or software utilized in a clinic or hospital
• Additional clerical or administrative experience (minimum six months) indicating the ability to acquire the knowledge and skills needed for the duties of the position
• Demonstrated knowledge, skills, and abilities (KSA):
  • Collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting and ensure patient care
  • Independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
  • Communicate electronically, by phone, in person, and in writing with internal and external customers
  • Prepare reports in various formats and present data to various organizational levels, as well as resolve patient concerns
  • Advanced knowledge of the technical health‑care process (including scheduling across interdisciplinary coordinated‑care delivery 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 operational activities affecting patient flow, including appointment cycles, referrals, follow‑up care, overbooking, and provider availability
  • Advanced knowledge of medical terminology due to the technical nature of the language utilized by clinicians
• Documentation requirements for proof of high‑school completion or higher if selected: Copy of high‑school diploma or transcript or GED certificate or homeschooling completion or proficiency certificate issued by a State or Territorial Board or Department of Education or college transcript (official)

Responsibilities

• Serve as a Medical Support Assistant (Advanced) at VA Providence Health Care System
• Provide administrative support to the assigned section
• Support clinics regarding clinic profile management
• Collect and update insurance information from Veterans, family members, and other eligible patients
• Prepare correspondence and memos as needed
• Screen and receive phone calls in a courteous and timely manner, determining the nature of the request and providing the desired information using privacy rules and established clinic processes
• Ensure accurate data entry into VISTA and scan documents into VISTA Imaging within 24 hours of entering the data into VISTA (if applicable)
• Promote Veterans registration for and utilization of MyHealthyVet (MHV) and kiosk usage
• Follow procedures regarding Community Care referrals
• Serve 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
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately
• Pre‑register Veterans during check‑in and utilize call lists and telephones to verify Veterans before their scheduled visits
• Update all patient demographics
• Communicate and interact with patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs of adult and/or geriatric patients
• Work schedule: Monday through Friday – day and evening shift hours – based on facility needs