Advanced Medical Support Assistant
U.S. Department of Veterans Affairs, West Plains, MO, United States
Overview
The Advanced Medical Support Assistant (AMSA) is a specialized administrative role within the Health Administration Service (HAS) - providing complex support within interdisciplinary care teams across multiple facilities - including the John J. Pershing VAMC - Cape Girardeau Health Care Center - Community-Based Outpatient Clinics (CBOCs) in Farmington - West Plains - Paragould - and Pocahontas - and the Care in the Community program.
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: Be a citizen of the United States (U.S.)
Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a)
Experience: No experience required
Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
Lischer/Certification/Registration: None
Grandfathering Provision: 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)
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
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)
Creditable Experience - Knowledge of MSA Practices: To be creditable - the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
Experience satisfying this requirement may be paid
on-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
Quality of Experience: Qualifying experience must be at a level comparable to MSA experience (or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting) at the next lower grade level
Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek
Grade Determinations: In addition to the basic requirements for employment listed above - the following education and experience criteria must be met when determining the grade of candidates
Medical Support Assistant (Advanced) - GS-6: One year of experience equivalent to the GS-5 grade level
Assignment: The Advanced MSA 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 - and/or care in the community resources
Recommends changes to existing clinic procedures based on current administrative guidelines
Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model
Coordinates with the patient care team to review clinic appointment availability - utilization - to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics
GS-6 Demonstrated Knowledge - Skills - and Abilities: Candidates must meet the grade requirement(s) - and demonstrate all of the KSAs below
Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines 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
Ability to prepare reports in various formats and present data to various organizational levels - as well as resolving patient concerns
Advanced knowledge of the technical health care process (including 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
Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
Preferred Experience: Previous experience in a medical or clinical setting - particularly within the Veterans Affairs (VA) system or a similar healthcare organization
Demonstrated expertise in outpatient clinic operations - including appointment scheduling - patient check-in/check-out procedures - and the coordination of care
Proficiency in utilizing Electronic Health Records (EHR) systems
Proven ability to work effectively in a team-based environment and provide exceptional customer service
Reference: VA Handbook 5005/117 - Part II - Appendix G45
For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
Duties
The position serves as a Medical Support Assistant (Advanced) at the West Plains Community Based Outpatient Clinic (CBOC) and provides administrative support to the assigned section
Manages clinic schedules for interdisciplinary teams - resolving conflicts with minimal supervision
Coordinates appointments across multiple clinics - specialties - and community care partners - ensuring compliance with VHA scheduling directives and local SOPs
Initiates timely contact with Veterans and ensures consults/orders are dispositioned per directive requirements
Supports admission, transfer, and discharge (ATD) processes by coordinating with clinical staff, Bed Control, Community Care, and interfacility teams
Verifies administrative and demographic data during interfacility transfers, hospital discharges, observation status changes, and returns from community care
Ensures required follow-up appointments are scheduled after inpatient discharges, ED visits, community care episodes, and specialty referrals
Accurately verifies and updates patient demographics during applicable encounters
Validates insurance information, eligibility status, and enrollment using VA-approved systems - and corrects discrepancies in real time
Ensures third-party data supports revenue and MISSION Act requirements
Identifies insurance or eligibility discrepancies and routes Veterans appropriately for resolution
Screens incoming calls using approved call-management protocols - routing urgent clinical issues to nursing or providers
Assists Veterans with telehealth access - MyHealtheVet functions - appointment technology - and virtual visit requirements
Identifies incomplete encounters, scheduling errors, unsigned notes, and data inconsistencies - collaborating with providers and clinical staff on resolution
Work Schedule: Monday - Friday, 8 AM - 4:30 PM
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The Advanced Medical Support Assistant (AMSA) is a specialized administrative role within the Health Administration Service (HAS) - providing complex support within interdisciplinary care teams across multiple facilities - including the John J. Pershing VAMC - Cape Girardeau Health Care Center - Community-Based Outpatient Clinics (CBOCs) in Farmington - West Plains - Paragould - and Pocahontas - and the Care in the Community program.
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: Be a citizen of the United States (U.S.)
Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a)
Experience: No experience required
Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
Lischer/Certification/Registration: None
Grandfathering Provision: 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)
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
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)
Creditable Experience - Knowledge of MSA Practices: To be creditable - the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
Experience satisfying this requirement may be paid
on-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
Quality of Experience: Qualifying experience must be at a level comparable to MSA experience (or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting) at the next lower grade level
Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek
Grade Determinations: In addition to the basic requirements for employment listed above - the following education and experience criteria must be met when determining the grade of candidates
Medical Support Assistant (Advanced) - GS-6: One year of experience equivalent to the GS-5 grade level
Assignment: The Advanced MSA 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 - and/or care in the community resources
Recommends changes to existing clinic procedures based on current administrative guidelines
Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model
Coordinates with the patient care team to review clinic appointment availability - utilization - to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics
GS-6 Demonstrated Knowledge - Skills - and Abilities: Candidates must meet the grade requirement(s) - and demonstrate all of the KSAs below
Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines 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
Ability to prepare reports in various formats and present data to various organizational levels - as well as resolving patient concerns
Advanced knowledge of the technical health care process (including 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
Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
Preferred Experience: Previous experience in a medical or clinical setting - particularly within the Veterans Affairs (VA) system or a similar healthcare organization
Demonstrated expertise in outpatient clinic operations - including appointment scheduling - patient check-in/check-out procedures - and the coordination of care
Proficiency in utilizing Electronic Health Records (EHR) systems
Proven ability to work effectively in a team-based environment and provide exceptional customer service
Reference: VA Handbook 5005/117 - Part II - Appendix G45
For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
Duties
The position serves as a Medical Support Assistant (Advanced) at the West Plains Community Based Outpatient Clinic (CBOC) and provides administrative support to the assigned section
Manages clinic schedules for interdisciplinary teams - resolving conflicts with minimal supervision
Coordinates appointments across multiple clinics - specialties - and community care partners - ensuring compliance with VHA scheduling directives and local SOPs
Initiates timely contact with Veterans and ensures consults/orders are dispositioned per directive requirements
Supports admission, transfer, and discharge (ATD) processes by coordinating with clinical staff, Bed Control, Community Care, and interfacility teams
Verifies administrative and demographic data during interfacility transfers, hospital discharges, observation status changes, and returns from community care
Ensures required follow-up appointments are scheduled after inpatient discharges, ED visits, community care episodes, and specialty referrals
Accurately verifies and updates patient demographics during applicable encounters
Validates insurance information, eligibility status, and enrollment using VA-approved systems - and corrects discrepancies in real time
Ensures third-party data supports revenue and MISSION Act requirements
Identifies insurance or eligibility discrepancies and routes Veterans appropriately for resolution
Screens incoming calls using approved call-management protocols - routing urgent clinical issues to nursing or providers
Assists Veterans with telehealth access - MyHealtheVet functions - appointment technology - and virtual visit requirements
Identifies incomplete encounters, scheduling errors, unsigned notes, and data inconsistencies - collaborating with providers and clinical staff on resolution
Work Schedule: Monday - Friday, 8 AM - 4:30 PM
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