Medical Support Assistant (Advanced)The Medical Support Assistant Advanced provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, inpatient units and/or care in the community resources. Demonstrates analytical reasoning and proficiency in computerized programs.This position is open to the public. U.S. Citizens, Nationals or those who owe allegiance to the U.S. Critical Shortage LIST OIG: 38 U.S.C. 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages.The work of an Advanced Medical Support Assistant (AMSA) includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. 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. Duties may include but are not limited to:Perform at a competent level and work collaboratively in the Non-VA Care Coordination coordinated care delivery model, specifically in support of the MISSION Act and Community Care Network programs.Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner.Perform scheduling, canceling, re-scheduling of patient appointments and or consults.Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.Responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules 3rd PartyWork within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.Updates and verifies demographic information.Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff.Maintains patient's confidential records, copies, and file documentation.Scans and enters information into VISTA, CPRS.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 policy. 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.Analyzes situations to determine what decisions can be made or if advise of higher authority is needed.The primary age of Veterans receiving services is typically between 18 and 80 years of age. This position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.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 Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not AuthorizedResume Requirements - Your resume MUST include the following information:Job Title (for each position)Description of duties (be as detailed as possible)Month and year start/end dates (e.g. June 2018 to April 2020) of employmentFull-time or part-time status (include average hours worked per week)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. 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.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 : Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).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.Experience: Six (6) 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; Education: One (1) year above high school, OR; Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (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 GS-6 : In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:Experience: One year of experience equivalent to the GS-5 grade level; Experience is defined as experience that 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 all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc