Medical Support Assistant; Advanced

Summary

The Advanced Medical Support Assistant (AMSA) serves as a member of the Community Care Customer Service in a call center setting. The AMSA works collaboratively with an expanded healthcare team—including community providers, pharmacists, social workers, dietitians, behavioral health staff, and others—to provide a robust interdisciplinary approach to care.

• United States Citizenship:
  Non‑citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English per VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3j.
• Experience and
  
  Education:
  
  Minimum six months of clerical, office, customer‑service, or administrative work that shows the ability to acquire the knowledge and skills needed for the position.
• OR One year above high school education.
• OR Equivalent Combination: A qualifying combination of experience and education acceptable for entry level.
• Physical Requirements:
  
  See VA Directive and Handbook 5019.
• Certification:
  None required.
• Grandfathering Provision:
  Current VHA employees may qualify under the Grandfathering Provision (applicable only to current employees meeting criteria).
• All MSAs employed in VHA 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 part of the basic requirements of occupation.
• Temporary appointments:
  Employees who do not meet all basic requirements at the time of appointment may be reassigned, promoted, or changed to a lower grade within the occupation; temporary appointments may not be extended until requirements are fully met.
• Title 38 Hybrid Status:
  Employees who convert to Title 38 hybrid status and leave the occupation lose protected status and must meet the full VA qualification standard in effect at reentry.
• Grade Determinations:
  Medical Support Assistant (Advanced) – GS‑6.
• Experience:
  
  One year of experience equivalent to the GS‑5 grade level.
• Assignment Overview:
  The Advanced MSA provides specialized administrative patient support within an interdisciplinary coordinated care delivery model.
• Role Responsibilities:
  
  Uses specialized administrative judgment and a wide range of clinical flow processes to support access to care across multiple clinics and community resources; recommends changes to clinic procedures; utilizes advanced patient systems; coordinates with patient‑care teams; assists with intra‑VA and non‑VA communications regarding discharge, lab results, follow‑up care; maintains effective communication with VA medical centers and external agencies.
• Knowledge, Skills, Abilities:
  Demonstrates strong collaboration across disciplines; sets independent priorities; communicates effectively electronically, by phone, in person, and in writing; prepares reports and presents data; possesses advanced knowledge of healthcare processes, policies, and medical terminology.
• Preferred Experience:
  
  Call center experience.
• Minimum Scheduling
  
  Experience:
  
  One year of scheduling medical appointments.
• Physical Work:
  Sedentary with occasional walking, standing, climbing stairs, stooping, and lifting.
• Reference: VA Handbook 5005/117, Part II, Appendix G45 (dated August 1 2019) contains additional qualification details.
• Qualification Standard: VA Qualification Standard for GS‑67.

• Advanced Medical Support Assistant (AMSA) position located in a call center.
• Performs care‑coordination duties, customer service, and related tasks to ensure timely treatment of Veterans and patients; maintains appointment schedules for all community care referrals via phone or electronic communication.
• Communicates with community providers to confirm VA patient acceptance and payment processing.
• Prepares required pre‑appointment documents; schedules the appropriate level of care; documents schedules in the appropriate consult; validates and updates patient demographics over the phone.
• Provides all administrative assistance for the Community Health Program (CHP).
• Provides excellent customer service to Veterans receiving care through the care‑in‑the‑community programs.
• Analyzes…