Medical Support Assistant (Advanced) - Community Care Call Center

Summary Advanced Medical Support Assistant (AMSA) position serves as an integrated part of the Patient - Aligned Care Team (PACT) within Community Care. Works collaboratively with other members of PACT team (Registered Nurse, Licensed Practical Nurse / Licensed Vocational Nurse), specialty care providers, social workers, including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs to provide a robust interdisciplinary approach to care. Responsibilities Total Rewards of a Allied Health Professional The primary duties of the Medical Support Assistant may include but are not limited to : Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, Compensation & Pension (C&P), Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Clerical duties : maintains appointment schedules for Community Care, communicates with ,Community Care providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care and documents the schedule in the appropriate consult. Comfortable in handling and responding to inbound customer calls in a professional manner. Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care. Coordinates internal and external care between customers and providers. Processes consults following Community Care Network procedures and guidelines and enters appropriate authorizations, if required, utilizing the correct Fund Control Point (FCP) / Obligation number and correct cost estimations. Schedules Veteran appointments with community providers using Health Share Referral Management (HSRM) or other software scheduling options. Complies with the mandatory training requirements for the outpatient scheduling processes. Ensures all appointments are scheduled timely and the provider and patient's desired dates are met. Participates in team huddles and team meetings to manage and plan patient care, setting priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs. Provides input and problem solving on operational issues or procedures, performing follow-up to administrative needs of the Veteran. Possess good organizational skills and work effectively with staff and patients from different backgrounds. Knowledge of appropriate laws, policies, guidelines and regulations to determine a Veteran's entitlement to medical treatment. Ability to communicate in detail why Veteran is ineligible for medical care benefits, and suggests alternative sources of healthcare, i.e. social worker, Veteran benefits counselor, outside sources, etc. Interact with the patient to validate and update patient demographic information, over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Collects, scans, and updates health insurance information, serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV). Coordinates with the private sector to authorize and schedule care to include clinical documentation management, correspondence to the Veteran on non-VA providers, tracking of pre and post-appointment follow-ups. Demonstrates a high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Work Schedule : 8 : 00am - 4 : 30pm, Monday - Friday, subject to change based on the needs of the facility. Recruitment Incentive (Sign-on Bonus) : Not Authorized. Permanent Change of Station (Relocation Assistance) : 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) Telework : Not Available. Virtual : This is not a virtual position. Functional Statement # : 00145F Permanent Change of Station (PCS) : Not Authorized. PCS Appraised Value Offer (AVO) : 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 dentification 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 Applicants pending the completion of educational or certification / licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 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. Certification. None required. 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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply : (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations : Medical Support Assistant (Advanced), GS-6 : Experience. One year of experience equivalent to the [GS-5] grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below : i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Preferred Experience : Experience managing high volume inbound calls in a healthcare environment. Reference : For more information on this qualification standard, please visit The full performance level of this vacancy is GS06. Physical Requirements : Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment : Work is performed in an office / clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. 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 : 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 : Additional Information 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.