Medical Support Assistant (Advanced)

Summary

The Advanced Medical Support Assistant (AMSA) provides administrative and customer service support to Veterans and healthcare teams. Duties include scheduling appointments, processing consults, coordinating VA and community care, maintaining patient records, verifying demographic and insurance information, and ensuring timely access to quality care.

Duties

IMPORTANT NOTICE: This is an open continuous announcement and will remain open until September 30, 2027. Qualified applicants will be considered and referred as vacancies become available. This announcement may close without advanced notice. The Advanced Medical Support Assistant (AMSA) performs duties that include, but are not limited to: Schedules, cancels, and coordinates patient appointments to ensure timely access to healthcare services. Maintains accurate appointment schedules and prepares required pre-appointment documentation. Collaborates with interdisciplinary healthcare teams, including primary care, specialty clinics, mental health, dental, and community care providers, to coordinate patient care. Processes patient consults and enters appropriate authorizations in accordance with Office of Community Care procedures and guidelines. Communicates with VA and community providers to coordinate appointments, verify acceptance of VA patients and payments, and facilitate continuity of care. Obtains, reviews, scans, and documents medical records and information from community providers in the Computerized Patient Record System (CPRS). Verifies patient identity and updates demographic information during check-in and telephone interactions to maintain accurate patient records. Collects, verifies, scans, and updates patient health insurance information, including identifying third-party insurance coverage. Provides professional customer service by responding to patient inquiries, addressing concerns, and directing patients to appropriate staff or departments. Coordinates internal and external healthcare services by communicating with Veterans, providers, and other healthcare professionals. Promotes Veteran enrollment and utilization of My HealtheVet (MHV). Maintains confidentiality of sensitive patient information and complies with VA privacy, security, and patient safety requirements. Work Schedule: Full time; Work schedule will be determined upon selection. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 54009-A Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

Qualifications

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. 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. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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 effective February 5, 2026 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: 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. 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 re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/placements Grade Determinations: Advanced Medical Support Assistant, GS-6 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience. One year of experience equivalent to the GS-5 level. (Scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance within guidelines.) AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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. Reference: For more information on this qualification standard, please visit https://department.va.gov/employees/va-qualifications-standards/. The full performance level of this vacancy is GS-6. Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 1