Advanced Medical Support Assistant

Clarification from the agency

Open to current permanent VA/Federal employees only. NOTE: The 2-page Resume requirement does not apply to this position.

Applicant's note: This announcement is being used to fill various vacancies throughout the Miami VA Healthcare System. Selections will be made from various service lines/departments as vacancies become available. When applying for this position, you must select which shift(s) you are available for & wish to be considered, as well as what duty location(s) you wish to be considered. You may select more than one shift and more than one duty location. But you will only be considered for the shift(s) and location(s) you select when you apply under this announcement. You may be selected for any available AMSA position with any service line/section/supervisor at the Miami VA over the next 90 days.

The Advanced Medical Support Assistant is responsible for performing a variety of administrative and technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care to Veterans. AMSAs perform work related to the care & treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff, ancillary support services, etc. AMSAs are considered chief sources of patient care and patient flow information, and must provide excellent customer service. Duties and responsibilities include but are not limited to:

• Working collaboratively in an interdisciplinary coordinated care delivery model & serving as the initial point of contact for the units, clinics, patient, call center, etc.
• Performing specialized & expert administrative patient support using sound judgement of clinical flow processes relating to access to care across multiple clinics, specialties and/or care in community resources
• Utilizing numerous advanced patient systems in support of multiple clinics
• Coordinating with the patient care team to review clinic appointment availability to ensure clinic schedules are closely monitored to effectively support organizational needs & making adjustments as necessary
• Developing/Maintaining effective and efficient communication with the patients, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.).
• Participating 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; working with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.
• Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work).
• Managing 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.
• Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care.
• Evaluating patient information and clinic schedule lists to determine whether patient is vested.
• Educating 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.
• Being flexible to be pulled to work in any unit/ward due to staffing levels & workspace needs.
• Other related duties as assigned.

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

SALARY NOTE: The salary range in this announcement covers various geographical areas from Monroe County, Miami-Dade County & Broward County. The actual starting salary will be offered to you upon selection. The 2026 starting salary at a GS-6 step 1 for Monroe County is $52,391 & for Miami-Dade & Broward Counties is $55,394.

Work Schedule : Various shifts available that may include working weekends, nights and/or some holidays. Available shifts will be discussed during your interview/selection process.

• 1st shift : Includes daytime hours (shifts typically start around 6-9 am)
• 2^nd Shift: Incudes afternoon hours (shifts typically start around 12-4 pm)
• 3^rd Shift: Includes evening hours (shifts typically start around 9 pm - 12 am)
• Rotating Shifts: Includes various shifts that may include evenings and/or weekend hours

(Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).

Conditions of employment

• 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.
• Must pass pre-employment physical evaluation.
• 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.

Qualifications

Basic Requirements: All applicants must meet the following basic qualifications.

• United States Citizenship: Must be a US Citizen.
• Education: Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof of this with your application (such as a copy of your diploma/GED, high school transcripts, etc.).
• English Language Proficiency: In accordance with 38 U.S.C. 7402(f) and 7407(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-6 AMSA grade level.

GS-6 (Advanced MSA) Experience. Must have at least 1 year of experience equivalent to the GS-5 grade level. Examples of this includes, but is not limited to: independently performing duties related to the delivery of health care services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; interpreting and verifying provider orders; scheduling, canceling & re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; verifying and updating demographics & insurance information when patients check-in for appointments; coordinating administrative functions related to emergency & non-emergency transfers to other VA facilities or private hospitals & determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.); etc.

In addition to the experience above, you must also demonstrate the following Knowledge, Skills & Abilities (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.

While we no longer require essay-style responses to our KSAs be submitted with your application, you must be able to demonstrate that you possess the KSAs that are necessary to successfully perform the work of the position. Please ensure your resume/CV/application contains sufficient information to support the level of experience/education/training you possess; otherwise, we will not be able to award you credit for the experience & qualifications that you claim.

NOTE: Grandfathering Provision - All persons currently employed in VHA 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.

Preferred Experience- These preferences are highly desired:

• Outstanding customer service skills & the ability to work in a team environment.
• Computer skills & using various automated systems needed.
• Working independently with minimum supervision & to prioritize tasks.
• Working under pressure & with individuals with various socioeconomic backgrounds in a courteous, tactful & professional manner to complete tasks & assist Veteran patients & their families.

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

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

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.

NOTE:

Incomplete packets will not be considered. Failure to submit the required documentation may make you ineligible for this position.

The following documents are required from all applicants in order to be considered:

• Résumé / CV: For each job/position listed, you must include a job title, detailed duties, month and year for each start/end date and if full-time or part-time status with the number of hours you work each week.
• Responses to the questionnaire
• Proof of education: You must provide proof that you completed a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education (such as a copy of your diploma/GED, high school transcripts, etc.). NOTE: To assist you obtain proof of education/transcripts, many schools are listed on the National Student Clearinghouse website (& may assist you if you are unable to locate this quickly).
• SF-50: All VA/Federal employees should submit a copy of your most recent SF-50 (that is not an award SF-50) that shows you're a current, permanent VA/Federal employee. You may get your SF-50 directly from your eOPF. VA employees may go to:https://eopf.opm.gov/va/. Other Federal employees must contact your current HR Office for assistance assessing your eOPF/personnel folder.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Next steps