Medical Support Assistant (Advanced)
- Reviews clinic utilization and adjusts setup using reports to ensure timely patient access and efficient care flow.
- Facilitates inpatient to outpatient discharge communication, coordinating follow-up care with teams and clinics.
- Develops and manages tracking systems for consults, tests, and follow-up care to ensure timely interventions.
- Schedules, cancels, and reschedules appointments/consults per VHA guidelines for timely care access.
- Participates in team huddles/meetings to share information and align on patient care plans.
- Monitors pre-appointment requirements (e.g., X-ray, lab work) to ensure patient readiness for visits/procedures.
- Processes secure messaging, including notifying patients of normal lab results, to enhance engagement.
- Evaluates patient information and schedules to confirm vesting status for appropriate care access.
- Educates providers on shared patients receiving care at multiple VAs or in the community.
- Manages electronic wait lists to verify accuracy and resolve issues, reducing patient wait times.
- Assists with patient travel logistics to support appointment attendance.
- Processes admissions, transfers, and discharges to support accurate care transitions.
- Verifies and updates demographics and insurance information for accurate patient records.
- Collects means test data and determines eligibility to confirm care access criteria.
- Provides clerical support (e.g., letters, calls, labels, rosters, reports) for administrative efficiency.
- Screens for advance directive and organ donation documentation to ensure compliance.
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 (). 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.
- 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.
Grade Determinations:
- Experience. One year of experience equivalent to the GS-5 grade level.
- Experience may include but is not limited to independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advised clinical staff on current administrative processes. Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
Preferred Experience:
PE 1. 1 year Work Experience Scheduling Medical Appointments
PE 2. Experience Resolving Costumer Complaints
PE 3. Expriences collaborating with clinical staff
Reference: For more information on this qualification standard, please visit .
The actual grade at which an applicant may be selected for this vacancy is GS-06
Physical Requirements:
- Light lifting, under 15-pounds
- Light carrying, under 15-pounds
- Reaching above shoulder
- Use of fingers
- Both hands required
- Walking (1-hour)
- Standing (1-hour)
- Repeated bending (1-hour)
- Near vision correctable at 13" to 16" to Jaeger 1 to 4
- Far vision correctable in one eye to 20/20 and to 20/40 in the other
- Specific visual requirement (use of computer screen)
- Both eyes required
- Ability to distinguish basic colors
- Hearing (aid may be permitted)
- Ability to communicate with patient and staff
- Prolonged periods of sitting
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: .
Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.
Additional information
Note: 38 U.S.C. 7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement.
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 (). 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.
- 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.
Grade Determinations:
- Experience. One year of experience equivalent to the GS-5 grade level.
- Experience may include but is not limited to independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advised clinical staff on current administrative processes. Responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
Preferred Experience:
PE 1. 1 year Work Experience Scheduling Medical Appointments
PE 2. Experience Resolving Costumer Complaints
PE 3. Expriences collaborating with clinical staff
Reference: For more information on this qualification standard, please visit .
The actual grade at which an applicant may be selected for this vacancy is GS-06
Physical Requirements:
- Light lifting, under 15-pounds
- Light carrying, under 15-pounds
- Reaching above shoulder
- Use of fingers
- Both hands required
- Walking (1-hour)
- Standing (1-hour)
- Repeated bending (1-hour)
- Near vision correctable at 13" to 16" to Jaeger 1 to 4
- Far vision correctable in one eye to 20/20 and to 20/40 in the other
- Specific visual requirement (use of computer screen)
- Both eyes required
- Ability to distinguish basic colors
- Hearing (aid may be permitted)
- Ability to communicate with patient and staff
- Prolonged periods of sitting
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: .
Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.
Additional information
Note: 38 U.S.C. 7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement.
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 .