Medical Support Assistant (Advanced)-Care in the Community

Advanced Medical Support Assistant

The Advanced Medical Support Assistant (AMSA) performs clerical and administrative support in the coordination, care, and treatment provided to veterans through the CITC referral processing procedures at VA Black Hills Health Care System, which includes the Community Based Outreach Clinics (CBOCs). The AMSA works closely with clinical personnel to ensure veterans receive timely referred and scheduled care in their local community. This work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across all disciplines and specialties through community care. The AMSA recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems involved in an interdisciplinary coordinated care delivery model. The AMSA in CITC coordinates veteran appointments through community vendors utilizing guidance and direction from the veteran's care team to ensure appointments are scheduled accurately, efficiently and within the clinical needs requested by the provider. Develop and / or maintain effective and efficient communication with the veteran, veteran representatives, interdisciplinary care teams, VA medical centers, and other agencies (e.g. coordinating community care appointments and additional requests for care with non-VA medical facilities. Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with Community Care processes guidelines and directives. Independently recognizes the urgency of the consults and schedules care in accordance. Assignments include, but are not limited to : scheduling, rescheduling patient consults, and monitoring processes related to Community Care. Accurately schedules the full spectrum of medical care including but not limited to outpatient appointments, outpatient procedures, inpatient surgery, home care, lab tests and imaging throughout all specialties. Communicate to the veteran any pre-appointment requirements or instructions. Clearly communicates appointment care details to the veteran or point of contact for veteran. Utilizes consult status to support accurate record of the status of the consult as it moves through the process from approval for Community Care to the point that correct results are attached to the consult. Independently collaborates, communicates, sets priorities and organizes the work to meet deadlines ensuring compliance with established processes, policies and regulations. The Advanced MSA communicates effectively, efficiently and appropriately with other administrative staff, RNs and leadership in CITC to ensure accurate and timely processing of consults and incoming workload. Provides follow up calls to veterans when it is identified that an appointment was not attended. Incumbent assists veterans in rescheduling appointments in cases of missed or no-show appointments. He / she recognizes the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary. Assists Veterans with interacting with Choice Contractor, as appropriate. Effectively coordinates this care when multiple vendors or agencies are involved. Educates providers about shared patients who have care in the community Correctly links Community Care appointments with the scheduling package to ensure information is available for others scheduling care in the future thus avoiding conflicts or double scheduling appointments within and outside the VA within similar timeframe.

Work Schedule : Monday-Friday 7 : 30am-4pm

Telework : Ad-Hoc only, per Supervisor's discretion

Functional Statement # : 000000

Relocation / Recruitment Incentives : Not Authorized

Permanent Change of Station (PCS) : Not Authorized

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. 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. 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. 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.

Qualifications

BASIC REQUIREMENTS :

a. Citizenship. Citizen of the United States.

b. Experience and Education. (1) Experience. Six months 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; OR (2) Education. One year above high school; OR (3) Experience / Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

c. Certification. None required.

d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

f. 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 3.j.

GS-06 Advanced Medical Support Assistant :

This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. EXPERIENCE : One year of experience equivalent to the GS-5 grade level that equips the candidate with the following :

1. Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and / or reports.

2. Schedule medical appointments in a clinical setting.

3. Work independently in the accomplishment of a wide variety of duties performing patient support work.

4. Communicate effectively and professionally in person, electronically, and / or by telephone, with internal and external customers.

5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below :

1. 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.

2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations.

3. 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.

4. 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.

5. 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.

6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References : See https : / / department.va.gov / employees / wp-content / uploads / sites / 63 / 2025 / 09 / 0679-MedicalSupportAssistant.pdf

Physical Requirements : You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

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 is an OPEN Continuous Announcement; Eligible applications will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled.