Medical Support Assistant (Advanced)

Serves as Advanced Medical Support Assistant (AMSA) for the Community Care Service at the Redlands Community Based Outpatient Clinic. Provides specialized administrative and patient support in a complex interdisciplinary clinic setting. Schedules and coordinates appointments and consults, manages clinic communication, updates demographics and insurance, monitors consults, supports providers and Veterans, maintains confidentiality, and ensures quality customer service and care coordination daily.

Duties include but are not limited to:

• Schedules, cancels, and reschedules patient appointments and consults in accordance with VHA scheduling guidelines.
• Verifies provider orders and processes administrative actions related to patient care.
• Monitors outpatient appointments and consult tracking systems to ensure timely follow-up.
• Updates patient demographics, insurance, eligibility, and co-pay information during check-in.
• Coordinates communication between Veterans, providers, specialty clinics, and ancillary services.
• Answers and directs telephone calls and visitor inquiries while providing excellent customer service.
• Relays messages and information to interdisciplinary team members and providers.
• Prepares patients for clinic visits and ensures appointment information is provided before departure.
• Identifies delays or issues in care coordination and recommends corrective actions to leadership.
• Maintains accurate records using CPRS, ISS, VistA GUI Scheduling, and consult tracking systems.
• Protects patient privacy and maintains confidentiality in compliance with HIPAA, FOIA, and Privacy Act requirements.
• Maintains organized and professional workspaces to promote a welcoming clinic environment.
• Assists Veterans of varying age groups and cultural backgrounds with sensitivity and professionalism.
• Works independently while following established VA policies, procedures, and administrative regulations.
• Other duties as assigned.

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

Work Schedule: Monday-Friday, 8:00 AM to 4:30 PM
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized

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.
• English Language Proficiency: Must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.

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).

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. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations: GS-6 Advanced MSA

Experience. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level. AND

Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition to experience, the candidate must demonstrate the following KSAs:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. 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.

References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• 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.