Advanced Medical Support Assistant
U.S. Department of Veterans Affairs, Smyrna, GA, United States
Summary
The VA New York Harbor HCS is currently recruiting for many Advanced Medical Support Assistants for Health Administration Service. This position will serve throughout the clinical areas - including all Outpatient Clinics - Scheduling Call Center - Inpatient Units - Community Care - ED - and Business Office. This is an open continuous announcement until 09/01/2026. Qualified applicants will be referred as vacancies become available.
Qualifications
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
Experience and Education: 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
English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
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)
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
For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and a range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
Grade Determinations: In addition to the basic requirements - the following criteria must be met when determining the grade of candidates
Advanced Medical Support Assistant - GS-6: Experience: Must have one (1) year of experience equivalent to the GS-5 grade level - performing duties including but not limited to: independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
Scheduling - canceling - re-scheduling patient appointments and/or consults
entering no-show information
monitoring appointment requests from multiple electronic sources
participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic - monitoring both inpatient and outpatient appointments in areas of responsibility
verifying and updating demographics and insurance information when patients check-in for appointments
Coordinates administrative functions relating to emergency and non-emergency transfers
AND
Demonstrated Knowledge - Skills - and Abilities
Candidates must demonstrate all of the KSAs below: 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
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
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-06
Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.
Duties
The Advanced Medical Support Assistant position plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access - customer service - patient flow - revenue - and data validation issues
The incumbents work also impacts processes - action plans - monitoring and reporting
A large part of the duties as an AMSA is the initial interaction - either face-to face - virtually and/or telephonically - requiring excellent customer service skills
The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations
The work is mostly sedentary
Clinic Responsibilities: Check in and check out of patients - verify insurance and demographics - schedule appointments - telephone and e-mail responses for patients - interface with care teams
Hours are generally 8AM to 430PM Monday to Friday in person
There is an occasional Saturday Clinic
Locations are Manhattan - St Albans - and Brooklyn
Emergency Department: Answer phones - makes calls to coordinate tests and care needs - receive and direct visitors - work with nursing for bed assignments - verify insurance and demographics
This is a 24 by 7 operation - so there are many opportunities to negotiate a schedule that will fit a person's needs
Centralized Scheduling/Call Center: Assist clinics with consult scheduling - make outbound calls to Veterans for appointment coordination - and handle inbound calls for scheduling requests and inquiries
Verify demographics - update records - and ensure timely CPRS and CTM documentation
Hours are generally 8:00 AM to 4:30 PM - Monday through Friday - Locations include Brooklyn and Manhattan
Enrollment and Eligibility: Process new Veteran registrations and eligibility verifications - Hospital Admissions - update insurance and demographic information - respond to Veteran inquiries in person - by phone - leaf - secure messaging and via email
Review and process means tests - identify eligibility status - and provide information on required documentation for enrollment
Work Schedule: Various full-time tours are available and will be discussed at the time of selection
Tours may include evenings - weekends and holidays
Recruitment Incentive (Sign-on Bonus): Not authorized
Permanent Change of Station (Relocation Assistance): Not authorized
Pay: Competitive salary and regular salary increases
When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144-000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available
Virtual: This is not a virtual position
Permanent Change of Station (PCS): Not authorized.
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The VA New York Harbor HCS is currently recruiting for many Advanced Medical Support Assistants for Health Administration Service. This position will serve throughout the clinical areas - including all Outpatient Clinics - Scheduling Call Center - Inpatient Units - Community Care - ED - and Business Office. This is an open continuous announcement until 09/01/2026. Qualified applicants will be referred as vacancies become available.
Qualifications
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
Experience and Education: 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
English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
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)
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
For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and a range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
Grade Determinations: In addition to the basic requirements - the following criteria must be met when determining the grade of candidates
Advanced Medical Support Assistant - GS-6: Experience: Must have one (1) year of experience equivalent to the GS-5 grade level - performing duties including but not limited to: independently perform a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
Scheduling - canceling - re-scheduling patient appointments and/or consults
entering no-show information
monitoring appointment requests from multiple electronic sources
participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic - monitoring both inpatient and outpatient appointments in areas of responsibility
verifying and updating demographics and insurance information when patients check-in for appointments
Coordinates administrative functions relating to emergency and non-emergency transfers
AND
Demonstrated Knowledge - Skills - and Abilities
Candidates must demonstrate all of the KSAs below: 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
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
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-06
Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.
Duties
The Advanced Medical Support Assistant position plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access - customer service - patient flow - revenue - and data validation issues
The incumbents work also impacts processes - action plans - monitoring and reporting
A large part of the duties as an AMSA is the initial interaction - either face-to face - virtually and/or telephonically - requiring excellent customer service skills
The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations
The work is mostly sedentary
Clinic Responsibilities: Check in and check out of patients - verify insurance and demographics - schedule appointments - telephone and e-mail responses for patients - interface with care teams
Hours are generally 8AM to 430PM Monday to Friday in person
There is an occasional Saturday Clinic
Locations are Manhattan - St Albans - and Brooklyn
Emergency Department: Answer phones - makes calls to coordinate tests and care needs - receive and direct visitors - work with nursing for bed assignments - verify insurance and demographics
This is a 24 by 7 operation - so there are many opportunities to negotiate a schedule that will fit a person's needs
Centralized Scheduling/Call Center: Assist clinics with consult scheduling - make outbound calls to Veterans for appointment coordination - and handle inbound calls for scheduling requests and inquiries
Verify demographics - update records - and ensure timely CPRS and CTM documentation
Hours are generally 8:00 AM to 4:30 PM - Monday through Friday - Locations include Brooklyn and Manhattan
Enrollment and Eligibility: Process new Veteran registrations and eligibility verifications - Hospital Admissions - update insurance and demographic information - respond to Veteran inquiries in person - by phone - leaf - secure messaging and via email
Review and process means tests - identify eligibility status - and provide information on required documentation for enrollment
Work Schedule: Various full-time tours are available and will be discussed at the time of selection
Tours may include evenings - weekends and holidays
Recruitment Incentive (Sign-on Bonus): Not authorized
Permanent Change of Station (Relocation Assistance): Not authorized
Pay: Competitive salary and regular salary increases
When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144-000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available
Virtual: This is not a virtual position
Permanent Change of Station (PCS): Not authorized.
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