New job Advanced Med Support Assistant in Delaware

Advanced Med Support Assistant

Company : US Department of Veterans Affairs
Salary : $33,903 - $44,073 a year
Location : Delaware

Full Description



The purpose of this position is to serve as an Advanced Medical Support Assistant (MSA), for Health Administration Service in the Georgetown Community Based Outpatient Clinic (CBOC) Wilmington VA Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to the Sections. Work is performed collaboratively in a Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting).


As a front line contact with patients and staff, the incumbent sets the tone for perception concerning quality healthcare services at the VA. A high degree of tact and diplomacy is required with dealing with Veterans.

  • Supports clinics regarding clinic profile management.
  • Collects and updates insurance information from Veterans, family members and other eligible patients.
  • Prepares correspondence and memos as needed.
  • Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
  • Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
  • Promotes Veterans registration for and utilization of MyHealthyVet (MHV)
  • Stocks basic office supplies for the executive suite.
  • Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
  • Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.
  • Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
  • Assures that all appropriate VA forms are used correctly and regulations followed.
  • Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Monday - Friday 8am - 4:30pm or 7:30am - 4:00pm, tour of duty can be discussed during the interview process.
Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

    0679 Medical Support Assistance

  • Requirements


    Conditions of Employment

    • You must be a U.S. Citizen to apply for this job
    • Designated and/or random drug testing may be required
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to a background/security investigation
    • Must be proficient in written and spoken English
    • Selected applicants will be required to complete an online onboarding process


    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.
    • Physical Requirements: See VA Directive and Handbook 5019
    • 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.
    • Experience: Six months experience of clerical, office (customer service), or other (administrative) work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
    • OR
    • Education: One year above high school
    • OR
    • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
    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).

    In addition to the basic requirements you must meet the grade determination.

    Grade Determinations: GS-6 - Experience: One year of experience equivalent to the GS-5 grade level. Experience: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting.Answering phones, greeting patients, relaying messages to appropriate staff, interpreting and verifying provider orders. Scheduling, canceling, re-scheduling appointments and/or consults, entering no show information, participating in huddles.
    1. Ability to operate computerized programs and (systems) in order to enter, modify, and retrieve sensitive (medical and patient identifying) information (PII) into or from electronic (health) records, scheduling systems and/or reports.
    2. (Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients)
    3. Ability to (schedule medical) appointments in a clinical setting
    4. Ability to work independently in the accomplishment of a wide variety of duties (performing patient support work)
    5. Ability to communicate effectively and professionally (in person, electronically, and/or by telephone), with (internal and external customers)
    6. (Skill in customer service with the ability) to identify (customers) concerns, (and refer) to the (appropriate staff) as necessary to ensure a satisfactory resolution.

    Candidates must also demonstrate (all of ) the KSAs below:
    1. 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)
    2. (Ability to independently) set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies and regulations.
    3. 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).
    4. 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.
    5. 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.
    6. Advance knowledge of medical terminology due to the technical nature of language utilized by clinicians

    References: VA Handbook 5005/117, Part II, Appendix G45

    The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the GS-6.

    Physical Requirements: Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities.


    IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

    Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

    Additional information

    Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

    This job opportunity announcement may be used to fill additional vacancies.

    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

    This position is in the Excepted Service and does not confer competitive status.

    VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

    Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

    If you are unable to apply online view the following link for information regarding an Alternate Application.

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

    Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required


    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process


  • Required Documents

    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    Required Documents:
    • Resume
    • DD 214 showing character of service

    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits


    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

    Review our benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.


This job is open to

  • The public

    U.S. citizens, nationals or those who owe allegiance to the U.S.

Clarification from the agency

This announcement is open to the public

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