Medical Support Assistant (Advanced)

The incumbent serves as an Advanced Medical Support Assistant in Care in the Community Service located within the Sepulveda VA Medical Center. This position serves as a Consult Coordinator for Care in the Community (CITC). The AMSA works collaboratively with other members of expanded health care teams including Non VA robust interdisciplinary approach to care.

Duties include but are not limited to:

• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, C& P, CITC Care) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for all Community Care.
• Participates in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Manages electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, administrative follow up actions.
• Coordinates with the patient care team to review the clinical utilizations by using various reports (e.g., Clinical Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
• Develop/maintain effective and efficient communications with the patient, interdisciplinary team, VA medical centers. And other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with community providers.
• Develop and manage a tracking system for follow up care such as consults, tests, etc.).
• Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.
• Schedules non-VA clinic appointment using VistaA scheduling options and other pertinent programs.

Work Schedule: Monday - Friday, 8:00AM - 4:30PM
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Nor Authorized
Permanent Change of Station (PCS): Not Authorized

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.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j
• 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.

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:
GS-06 Experience: One year of experience equivalent to the [GS-5] grade level.

Demonstrated Knowledge, Skills, and Abilities: In addition to the minimum experience required for this position, candidates must demonstrate ALL the KSAs below:
i. 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.
ii. 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.
iii. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
iv. 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.
v. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
vi. 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.

Physical Requirements: Sitting, Walking, and Standing

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: http://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/.

• 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.
• 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.