Advanced Medical Support Assistant - Consult Management
The CMT AMSA must demonstrate the ability to anticipate problems, brainstorm solutions, and recommend changes for program improvement when indicated through discussion with peers, the Supervisor and other team members. Active participation is required through various duties as assigned; thus, is includes but not limited to multidisciplinary program meetings, direct interaction with the Supervisor and clinical staff (who are a part of their team), development and implementation of program procedures, goals, and objectives.
The incumbent performs assigned duties in a manner that promotes quality healthcare delivery. Reports any backlogs and any difficulties in meeting deadlines either set by VHA guidelines or local supervisor/management official. The AMSA makes appointments more convenient for the Veteran by combining appointments when possible and ensures maximum utilization of clinic appointments by filling open appointment slots as cancellations occur.
- Schedules, cancels, and/or reschedules consultation appointments both within the VA healthcare system and in the community based on Veterans preferences, Community Care eligibility criteria, and established community care scheduling processes when appropriate in accordance with VHA national scheduling guidelines
- Utilizes the community care tools admin screening triage tool, Health Share Referral Manager (HSRM), Community Provider Locator, and demonstrates knowledge of the Veterans Health Information Exchange (VHIE).
- Capture the Veteran's community care appointment scheduling preferences using the Consult Toolbox (CTB) as appropriate unless the Veteran decides to self-schedule.\
- Contacts the patient and discusses options for internal/direct VA care vs. Community Care (when appropriate) based on Clinical CMT guidance.
- Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary.
- Demonstrates understanding of the purpose for the Standard Episode of Care (SEOC).
- Understanding and interpreting clinical staff orders/instructions as appropriate per documentation provided on the consult
- Obtaining medical documentation from community providers, documenting this information accurately in the appropriate system, communicating accurately and timely to the appropriate clinician or team as needed
- Interacting with internal and external customers to achieve desired outcomes
- Entering no-show information correctly, capturing missed opportunities appropriately and process both VA and community care consults per scheduling directives
- Verifying and updating demographics and insurance information
VA Careers - Pharmacy:
VA Careers - Physical Therapy:
VA Careers - Prosthetics:
VA Careers - Social Work:
Work Schedule: 7:45am to 4:30pm Monday - Friday
Compressed/Flexible:Not Available
Telework: Ad-hoc
Virtual: This is not a virtual position.
Functional Statement #:
Relocation/Recruitment Incentives: Not Authorized
EDRP Not Authorized
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.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Qualifications
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.
(a) Experience [].One year of experience equivalent to the [GS-4] grade level; [OR,
(b) Education. Four] years of education above high school.
(d)] Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs: below:
i- 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.
li- [Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.]
iii. Ability to [schedule medical] appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work].
v. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers].
vi. [Skill in customer service with the ability] to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.
Medical Support Assistant GS-6
(a) Experience. One year of experience equivalent to the [GS-5] grade level.
(b) 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) [ ]. 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].
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
i- 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.]
li- [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. 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].
iv. 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.
V. 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.
vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
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).
Reference: For more information on this qualification standard, please visit .
The full performance level of this vacancy is GS 5. The actual grade at which an applicant may be selected for this vacancy is grade 6.
Physical Requirements:
Work is primarily sedentary but may include long periods of standing, sitting and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines.
Work is performed in an indoor setting with close proximity to other staff members. The employee is not generally subject to unusual exposure, risk, or discomfort but certain safety precautions may be necessary. The work is generally performed in a temperature-controlled environment with adequate lighting throughout the workplace. Work may also include periods of travel.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
This job opportunity announcement may be used to fill additional vacancies.
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.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit at .
- 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. .
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.
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.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Qualifications
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.
(a) Experience [].One year of experience equivalent to the [GS-4] grade level; [OR,
(b) Education. Four] years of education above high school.
(d)] Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs: below:
i- 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.
li- [Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.]
iii. Ability to [schedule medical] appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work].
v. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers].
vi. [Skill in customer service with the ability] to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution.
Medical Support Assistant GS-6
(a) Experience. One year of experience equivalent to the [GS-5] grade level.
(b) 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) [ ]. 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].
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
i- 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.]
li- [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
iii. 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].
iv. 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.
V. 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.
vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
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).
Reference: For more information on this qualification standard, please visit .
The full performance level of this vacancy is GS 5. The actual grade at which an applicant may be selected for this vacancy is grade 6.
Physical Requirements:
Work is primarily sedentary but may include long periods of standing, sitting and some walking and bending. Time will be spent at a computer terminal performing various keyboard functions. While work is not extremely physical in nature the incumbent will work under pressure with multiple tasks, changing priorities and stringent deadlines.
Work is performed in an indoor setting with close proximity to other staff members. The employee is not generally subject to unusual exposure, risk, or discomfort but certain safety precautions may be necessary. The work is generally performed in a temperature-controlled environment with adequate lighting throughout the workplace. Work may also include periods of travel.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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.
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
This job opportunity announcement may be used to fill additional vacancies.
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.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit at .