Advanced Medical Support Assistant @ Veterans Health Administration

Job Summary

The Dayton, Ohio Veterans Affairs Medical Center is recruiting for well-qualified Medical Support Assistant (Advanced), within the Primary Care Service. The Medical Support Assistant (Advanced) is responsible for administrative\clerical duties in support of patient care including the implementation and sustainment of the VHA Primary Care Patient Aligned Care Team (PACT) initiative.

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.
• English Language Proficiency.
• Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• 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.
• 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: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.
• GS-6 Medical Support Assistant (Advanced) Experience.
• One year of creditable experience equivalent to the next lower grade.
• Knowledge, Skills, and Abilities (KSAs).
• In addition to the experience above, the candidate must demonstrate the following KSAs: 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.
• 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• 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.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• 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: None 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. The actual grade at which an applicant may be selected for this vacancy is the GS-6.

Physical

Requirements

• Work is mostly sedentary.
• There will be some periods of walking, bending, lifting or carrying of work-related items.
• Normal safety precautions and practices are required of working in a healthcare environment.
• This position requires emotional ability to deal effectively with multi-tasking and high volume of patient flow and competing demands.

Major Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Medical Support Assistant (Advanced) provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner.
• The AMSA responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care.
• Duties include, but are not limited to: Promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT.
• Effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information.
• Independently manage position responsibilities and meet deadlines; set priorities and deadlines in line with team goals, adjusts the flow and sequencing of the work to meet team and patient needs.
• Schedules medical appointments for patients and is responsible for accurate appointment management and coordinating all administrative information between the professional staff and the patient.
• Demonstrates ability to provide clear, understandable and correct information to internal and external customers. participates in daily Teamlet huddles led by team providers or nurse and other team meetings where patient care planning and management occur Maintains patient confidentiality with information, per HIPAA requirements.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm Compressed/Flexible: Not Available Telework: Available. As determined by the agency policy.

Virtual: This is not a virtual position. Functional Statement #: FS-91503-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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.