Medical Support Assistant (Advanced) @ Veterans Health Administration

Job Summary

The incumbent serves as an Advanced Medical Support Assistant (AMSA) under Physical Medicine and Rehab Service at the San Francisco Veterans Affairs Health Care System. Duties are conducted under the direct supervision of the Administrative Officer/Business Manager of Rehabilitation Service. The incumbent will work closely with the Service and assistant Chiefs, Team Leaders, Program Specialist and Lead MSA of the assigned section and may accompany the team on rounds, meetings, and trainings.

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.
• 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 Physical Requirements.
• See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• 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).

Grade Determinations: GS-6 Medical Support Assistant (Advanced)

• (1) Experience. One year of creditable experience equivalent to the next lower grade of GS-05.
• (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: At least one year of outpatient clinical scheduling experience in a high volume, dynamic environment, with strong customer service skills. Demonstrated ability to provide high-quality customer service, work effectively in a fast paced, multidisciplinary setting while prioritizing multiple tasks, meeting deadlines, and adapting to shifting workload demands and policy changes. 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

See VA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day.

Major Duties

• NOTE: Current Federal Employees may apply at CBSW-13093067-27-CEB where Veteran Preference does not apply.
• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major Duties: Scheduling, cancelling, re-scheduling patient's appointments and/or consults; entering no-show information and appointment cancellation information.
• Sending appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments.
• Verifying and updating patient demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture.
• Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner.
• Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts.
• Enters appropriate, complete, accurate information into electronic record (CPRS/VISTA) and other clinical information systems as appropriate to the area assigned.
• As required, types routine correspondence, progress reports, memorandums and statistical reports using Vista, Microsoft Word and Excel.
• Maintains up to date training on VA Scheduling Requirements.
• May provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee.
• Reconciles end-of-shift/end-of-day processing and reports.
• Ordering and keeping records of supplies.
• Reconciles end-of-shift/end-of-day processing and reports.
• Duties as assigned.

Work Schedule: Monday-Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 10276F Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

Requirements

You 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. 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.