Advanced Medical Support Assistant Job in Anywhere in the U.S. (remote job)

Vacancy No. CBSU-12819671-26-NH Department Veterans Health Administration
Salary $44,959.00 to $74,891.00 Grade 6 to 6
Perm/Temp Permanent FT/PT Full-time
Open Date 10/24/2025 Close Date 10/31/2025
Job Link Apply Online Who may apply Status Candidates
Locations:
Anywhere in the U.S. (remote job)


Summary

*WILL CLOSE ONCE 50 APPLICATIONS RECEIVED*

An Advanced Medical Support Assistant in a VISN Clinical Contact Center is part of an inter-professional healthcare team. The AMSA provides support across multiple ancillary clinics and determines the needs of the Veteran/caregiver. Responsible for routing clinical questions to appropriate clinical staff.

The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below

This job is open to

Clarification from the agency

This job is open to current permanent employees of the Veterans Health Administration ONLY. Posting will close once 50 applications are received.

Duties

Duties include, but are not limited to:

  • Provide specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model.
  • Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
  • Work collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the need of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
  • The AMSA is responsible for answering telephones, secure messaging and chat messages, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
  • Maintain effective and efficient communication with the patient, inter-professional care delivery teams and VA medical centers.
  • Scheduling, canceling, re-scheduling patient appointments; entering no-show information; monitoring appointment requests for multiple electronic sources; monitoring outpatient appointments in areas of responsibility.
  • Gathering and obtaining medical information from patients; processing medication refill request.
  • Reviewing electronic health record, obtaining medical records, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC.
  • Verifying and updating demographics when contacted by patients.
  • Manage patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists; informs inter-professional team members about shared patients.
  • Provide information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians with the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
  • Provide accurate detail of organizational information to Veterans regarding the different services the VA offers.
  • Provide high-quality customer service to Veterans and their families/caregivers.
  • Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
Work Schedule: Full-time; Varying shifts 24/7 Operations to include nights, weekends and holidays.
Virtual: This is NOT a Virtual position.
Remote: This IS a Remote position
Functional Statement #: 52432A
Financial Disclosure Report: Not required
Recruitment Incentive (Sign-on Bonus): Not Authorized
Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).
Permanent Change of Station (PCS): Not Authorized
Trial Period: The first year of continuous service in the same or similar position of a preference eligible in the excepted service is a trial period. The first 2 years of continuous service in the same or similar position of an individual in the excepted service (other than a preference eligible), is a trial period. Employees promoted, transferred, or otherwise assigned, for the first time, to supervisory or managerial positions shall be required to serve a probationary period. If an employee is required to concurrently serve both a probationary period in a supervisory or managerial position under 5 C.F.R. part 315, subpart I, and a probationary or trial period following initial appointment or reinstatement in accordance with Civil Service Rule 11, the latter takes precedence and fulfills the requirements of the EO

Requirements

Conditions of Employment

  • 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.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Must pass pre-employment physical examination.
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 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.

Qualifications

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: One (1) year experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
  • Education - Four (4) years above high school.
- English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3j.

Grade Determinations:

In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates: Advanced Medical Support Assistant, GS-0679-06: In order to be found qualified for this position, you must possess the following;

Experience. One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade must include; Knowledge of medical terminology, scheduling appointments (including interpreting and verifying provider orders), canceling, rescheduling patient's appointments and/or consults; use of Microsoft Office, entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations
  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational level.
  3. Advanced knowledge of the technical health care process as it relates to access to care.
  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
GS-06 Advanced Medical Support Assistant Assignment: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.

Preferred Experience: Minimum two (2) years experience as Medical Support Assistant preferred. Experience with local site Call Center and/or PACT.

References: VA Handbook 5005/53; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. The full performance level of this vacancy is GS-0679-06.

Physical Requirements: No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk, conferences, meetings, etc., and occasional visits to activity work sites. Occasional use of automobile and public conveyances may be required. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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/.

Additional information

This position is eligible for Remote work and is exempted from return to office requirements. Remote exempted positions are reviewed annually and do not imply permanent remote work status.

Selectees will work 100% of the time in a non-VA owned space outside or inside of the local commuting area of parent station. The employee's workspace must be suitable for conducting business, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. This position may fall under the Presidential Memorandum titled "Return to In-Person Work" which will require you to go into the office if the exemption is not approved when it's up for review.

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Required Documents

To apply for this position, you must provide a complete Application Package which includes: Your resume (and/or curriculum vitae) must include the following information for each job listed:

  • Job title
  • Pay Plan and Grades/Step Held (for Federal positions)
  • Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)
  • Resume
  • SF-50/ Notification of Personnel Action


The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;
  • SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
  • Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
  • Examples of additional/appropriate SF-50's include:
    • Within grade increases at the highest grade held; or
    • Promotions with an effective date more than one year old; or
  • SF-50's at the highest grade held with an effective date more than one year old.
  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (VA)
  • License
  • Other (1)
  • Performance Appraisal
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript


Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Apply for and manage the VA benefits and services you've earned as a Veteran, Servicemember, or family member-like health care, disability, education, and more.

NOTE: Waiver of Veterans Preference for Occupational Series GS-0679.Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages.

Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2026.

Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated September 25, 2025.

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/31/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12819671.

  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Agency contact information

VISN 19 HR Contact Center
Address
VA Western Colorado Health Care System
2121 North Avenue
Grand Junction, CO 81501
US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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