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

The AMSA performs duties related to the receipt, intake, and indexing of health and administrative information. The AMSA is responsible for assuring that various aspects of Patient Aligned Care Team (PACT) Model, training, compliance, reporting, quality assurance, and fiscal initiatives are met. These activities directly affect the revenue cycle, HBPC performance goals and objectives, as well as VHA public image. The AMSA plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on customer service, patient flow, revenue and data validation issues. The incumbents work also impacts processes, action plans, monitoring and reporting. A lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. The AMSA will interface with personal computer (PC) applications as well as numerous Vista applications.

Clerical Support

1. Accurately completes full admit/discharge process of all patients within 2 workday of receiving notification. If unable to complete a step of the process, this is communicated by email to supervisor.
2. Updates Absent Sick in Hospital (SIH) log within 2 work days notification is received. If not this employee's primary assignment, any ASIH information will be forwarded to the employee assigned &/or if the assigned employee is out, this employee will update the ASIH list in his/her absence.
3. Assist with or schedule/discontinue appointments within 5 workdays of request.
4. Maintains demographic information on all active patients in VISTA/ CPRS / Patient List within 2 workdays of alert.
5. Maintains accurate Active Patient List spreadsheets.
6. Updates assessment dates and team member assignments on Patient List within 2 workdays of notification.
7. Communicates team office supplies needs monthly or as needed to admin.
8. Maintains patient handbooks with proper supporting materials needed for home visits. Ensures handbooks are kept in stock & ready for staff visits without staff asking for restock.
9. Provides support to other HBPC teams when their peers are on leave and provides coverage.
10. Back up assistance with audits as requested to assure: Monthly reports to are completed timely & accurate and submitted within 5 calendar days of each month, such as Motor pool logs and admission reports.

Communication, Accountability and Training
a) Answers all incoming phone calls and messages, assesses their urgency, and uses independent judgement in taking appropriate action.

• For non-urgent calls/messages alert the appropriate staff member with a telephone note written the same day of the call.
• Return all urgent calls/messages immediately or speak in person to the appropriate team member to address the call/situation.
• Return all non-urgent calls/messages as soon as possible, but no later than next day.
• Assure all phone calls are conducted with a pleasant tone, tact, proper greeting, and professional representation of HBPC.

b) Provides timely assistance to staff with Release of Information within 3 workdays of the request & notifies the requester of any delay so that patient care is not impacted.
c) Mails 14-day notification letters within 1 workday of notification and document the date mailed out on the consult.
d) Mails 30, 90, 180, 270, 330 and 390-day bereavement letters to family of all HBPC discharges by death.
e) Provides accurate, complete, & timely communication (orally & in writing/electronic correspondence) with supervisor & peers.
f) Remains accountable for person/place/time (i.e.- email, Microsoft Teams, office phone, physically present).
g) Completes all mandatory training by or before specified due date. To include, but no limited to: Privacy and Information Security, & HIPPA.
h) Attends all staff meetings. Back up for meeting minutes as needed: Completes & turns in meeting minutes to supervisor within 7 workdays.

Flexibility and Working Relationships
a) Willing to learn new procedures & technology; accepts and embraces change.
b) Open to ideas different from one's own.
c) Looks for better alternatives to the way we have always done things.
d) Handles multiple projects/duties simultaneously, prioritizes appropriately meeting specified deadlines.
e) Develops, promotes & maintains effective professional relationships with peers, superiors, and ancillary staff promoting a harmonious work environment.
f) Supports in office and virtual special projects, as required by the service.

Work Schedule: Monday - Friday, 8:00am - 4:30pm. Tour of duty may vary based on the needs of the service.
Telework: Not Suitable
Virtual: This is not a virtual position.
Functional Statement #: 06584F
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
• This position is a hybrid title 38 occupation reported among the occupations with the largest staffing shortages and, therefore, under 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to applicants for Fiscal Year 2026.
• Current, Permanent Federal Employees are asked to upload a copy of the most recent SF-50 (that is not for an award), indicating current Federal employment.

Qualifications

BASIC REQUIREMENTS:

• Citizenship: Citizen of the United States
• English Language Proficiency: MSAs must be proficient in spoken and written English.
• Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

GS-6 GRADE REQUIREMENTS:
Specialized Experience: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to successfully perform the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; 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 emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

AND,

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• 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.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• 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].
• 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.
• 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Customer Service Requirement:
Meets the needs of all customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customers with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Computer Security Requirement:
Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA guidelines. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs.

Physical Requirements:
The work is mostly sedentary but involves standing, walking, bending, kneeling, lifting and carrying (25 pounds) items. During emergency situations, the employee may undertake tasks requiring higher levels of physical exertion such as retrieving critically needed medical supplies from another area or evacuating medical records and patients. Incumbent may be driving to other HBPC facilities within the CBOCs utilizing a government issued vehicle under the direction of the Program Director.


Preferred Experience:

• Types at 40+ words per minute (WPM)
• Proficiency with office automation equipment (i.e., printers, fax, scanners, etc.)
• Proficiency with various computer programs, including Microsoft Office Suite, VistA, CPRS, VSE GUI, etc.

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

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

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.

To apply for this position, you must provide a complete Application Package which includes:

• Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please 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.

• Cover Letter
• Other (1)
• Resume

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.

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

Effective September 29, 2025, HR office staff must ensure the two-page resume limit is clearly stated in USAS in the "How to Apply" section of all applicable JOAs (identified in item 3, Scope, of this bulletin), by using the below language:

Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.

Current, Permanent Federal Employees are asked to upload a copy of the most recent SF-50 (that is not for an award), indicating current Federal employment.

This position is a FY26 VHA Shortage Occupation Approved for Waiver of Veteran's Preference.

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