About this role
Job SummaryTeleCritical Care Advanced Medical Support Assistant provides advanced administrative and technical support for VISN 10 TeleCritical Care, coordinating 24/7 remote critical-care services. Supports clinicians through scheduling, data management, and multi-platform communication while ensuring efficient patient flow within the national TCC spoke-and-hub model.
QualificationsApplicants 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. None. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:(1) 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.(2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements.f. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). AND, Grade Determinations: Medical Support Assistant (Advanced), GS-06. (1) Experience. One year of creditable experience equivalent to the next lower grade. (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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. Preferred Experience: VHA experience Customer service & phone etiquette Microsoft office products (Microsoft teams) Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary. The incumbent is required to sit for various lengths or time as well as some bending, walking, and lifting. Must be able to operate a computer terminal and be able to manage multiple activities at one time.
Major DutiesVA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major Duties: Duties for the Medical Support Assistant (Advanced) include but are not limited to: Provides administrative and technical support within the VA TeleCritical Care (TCC) System, ensuring seamless coordination of remote critical-care services across VHA and DoD sites. Works under the guidance of the Operations Nurse Manager/Assistant Nurse Manager to support 24/7 critical-care monitoring, consultation, and co-management delivered through the national spoke-and-hub TCC model. Serves as a key administrative member of the patient care team, delivering essential clerical, scheduling, and workflow support that directly enhances patient care and patient flow efficiency. Performs scheduling duties in accordance with the National Scheduling Directive while using multiple PC-based applications, VistA modules, and the Federal EHR to support coordinated patient care. Collaborates with clinical staff in TCC support centers by answering phones, assisting with data collection/retrieval, and navigating multiple technical platforms used across VA and DoD systems. Acts as a technical superuser for assigned platforms, participating in workgroups, maintaining operational competency, and performing ongoing reviews of task assignments. Works closely with other A/MSAs and MSAs nationwide to ensure consistency, accuracy, and high-quality administrative support across all TCC programs. Work Schedule: Night Compressed- 12 hours tours, every other weekend, rotating holidays: 6:30pm-7:00am or 10:30pm-7:00am. Telework: Ad-hoc Functional Statement #: 91766VSRequirementsYou must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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. 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). 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.