Duties
The Advanced Medical Support Assistant (AMSA) will interface with personal computer (PC) applications as well as numerous VISTA
applicants, Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Telephone Call Center, or Inpatient, Outpatient Clinics. The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients and other elements in the electronic medical record and medical systems.
Major duties include, but are not limited to:
- Serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to
- Scheduling patient appointments
- Tracking, reviewing
- Responding to electronic orders
- Consults, and other elements in the electronic medical record and medical systems.
- 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;
- May work 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, performing administrative follow up actions
- Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care
This series includes work that requires a practical knowledge of:
- Computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services
- Basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.
- The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to 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 VA's or those who have care in the community) and bringing to the attention of the provider.
SUPERVISORY CONTROLS
The Advanced MSA plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties.
Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performed duties in such a manner that only minimal supervision is required.
Work Schedule: Tuesday to Saturday 12am- 8:30am Call Center
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized
CUSTOMER SERVICE REQUIREMENTS
Must have at least one year of customer service experience in a position that required daily direct
customer interactions. Meets the needs of the Veteran customers while supporting VA missions.
Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA
staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information
according to established policies and procedures. Handles conflict and problems in dealing with the
customer constructively and appropriately:
- Treats veterans with dignity, courtesy and respect in keeping with the principles and
practices of veteran-centered care.
- Communicates with all internal and external customers in a courteous, positive, open,
honest, cooperative manner and treats all with dignity and respect.
- Resolves all issues and carries them through to completion in a timely manner as appropriate to the situation.
- Exercises good judgment, tact and skill in communication and interpersonal relations.
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
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.
- DD-214/ Statement of Service
- Disability Letter (VA)
- Resume
- 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.
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
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 06/18/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12747581
- 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.
- 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.
To verify your application is complete, log into your USA JOBS account,
https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
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.