New job Advanced Medical Support Assistant in West Virginia

Advanced Medical Support Assistant

Company : US Veterans Health Administration
Salary : $39,311 - $51,103 a year
Location : West Virginia

Full Description



All applicants must submit VA form 10-2850C - Application for Associated Health Occupations provided under the required documents section of this announcement in order to receive consideration. Failure to submit this required document will remove the application from consideration.


As front line contact with Veterans, family members and a variety staff of all levels of the organization, the incumbent sets the tone for the perception of quality healthcare and best inherent business practices at the VA. The Advanced MSA performs duties as assigned for the proper and timely treatment of Veterans in an administrative role only. Advanced MSA's must not give clinical advice to Veterans or their family members. S/he maintains appointment schedules for one or more outpatient clinics. S/he must assist with clinic access contingency plans by adjusting appointment time(s), location, or dates as well as shift patients to other healthcare providers per VHA policy. This position provides medical administrative support to outpatient clinics (including Community Based Outpatient Clinics -CBOC's); inpatient wards and is an integral member of those teams.

Duties for the position may include (but are not limited to):

  • Screen/receive phone calls in a courteous and timely manner, determine the nature of request, and provide the information desired in accordance with VHA privacy regulations and established release of information processes.
  • Appointment management and the coordination of all administrative information between the professional staff and the Veteran. This includes checking-in Veterans for appointments, updating, and verifying demographic information, scheduling and rescheduling appointments, obtaining insurance information upon every visit. S/he refers Veterans to the eligibility/enrollment office when means testing is required.
  • Independently handles scheduling problems and deviations based on obtained knowledge of clinic/ward operations and policy, schedules, and provider preferences.
  • Explains the VA's mandate to collect third party insurance information to Veterans, their families, and all eligible patients. S/he scans and updates health insurance information upon every visit.
  • Verify third party insurance and update information in the Insurance Capture Buffer (ICB) System.
  • Utilize the Recall reminder software, s/he must maintain appointment recall data accurately and consistently.
  • Documents if Veteran is deemed ineligible for services and forwards the information to the appropriate staff.
  • Refers incomplete check-outs to the Provider for prompt completion.
  • Manages the Electronic Wait-List in accordance to VHA policy.
  • Notifies his/her supervisor when clinic access is less than desirable or if an Individual patient cannot be scheduled within mandated timeframes.
  • Performs daily review of active/pending consults, Electronic Wait-List, Recall list and
  • Audio care communications for accuracy and disposition per VHA policies and as assigned
  • Those working on inpatient wards are responsible for processing, verifying, extracting Provider orders from CPRS; as well as clearing unverified orders daily and filing appropriate forms.
  • Processes Veteran Identification Cards (VHIC) as required
  • Other duties as assigned
Work Schedule: Monday-Friday; 8:00 a.m. - 4:30 p.m.; Schedule subject to change to meet the needs of the Medical Center
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
    • 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


    To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

    Basic Requirements:
    • Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
    Experience and Education.
    • 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.

    Certification: None required.

    Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

    Physical Requirements. 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.

    Creditable Experience:

    • Knowledge of Current MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.
    • Quality of Experience: Qualifying experience must be at a level comparable to MSA experience 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 range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
    • Part-Time Experience: Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2 time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.
    Grade Determinations. The following criteria must be met when determining the grade of candidates.

    Experience for GS-6 Advanced MSA: One year of experience equivalent to the next lower grade level (GS-5) which demonstrates the Knowledge, Skills, abilities, and other characteristics related to the duties of the position to be filled.

    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, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary/coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc. Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients i.e., those who receive their care at multiple VA centers or those who receive care in the community.

    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 organizational levels, as well as resolving patient concerns.
    • 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.
    The Professional Standards Board is no longer applicable to Occupational Series 0679. Subject Matter Experts will provide step/salary recommendation for appointments/conversions based on candidate's education (if applicable) and experience.

    Physical Requirements: Strength and Endurance: Standing Occasionally, Walking Occasionally, Sitting Frequently, Lifting not more than 10 lbs., Carrying Occasionally, Pushing Occasionally, Pulling Occasionally. Communication (Responding to Veterans, co-workers and health care workers): Talking Frequently, Hearing Frequently, Seeing Frequently, Communicating Frequently.

    References: VA Handbook 5005/117, Part II, Appendix G45, dated 8/1/2019.The full performance level of this vacancy is GS-06.The actual grade at which an applicant may be selected for this vacancy is GS-06.


    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


    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:

    • Resume which must include: Details of duties performed, Month & year start/end dates (e.g. June 2007 to April 2008), Hours worked per week; and Salary for each job. This information is necessary to determine level and length of Experience. We cannot make assumptions regarding your experience.
    • VA-102850C - Must be submitted with application. Failure to submit document will remove your application from consideration. Link is below to download form. Form included with application must be signed within the last year.
    VA Form 10-2850c Application for Associated Health Occupations can be found at:

    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.

    • Cover Letter
    • DD-214/ Statement of Service
    • Disability Letter (VA)
    • VA 10-2850C - Application for Associated Health Occupations
    • Performance Appraisal
    • Resume
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript

    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

US Citizens - First consideration will be given to current and permanent employees of the Department of Veteran Affairs

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