Medical Support Assistant (Advanced)

The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) AMSA is a VISN based position. The VISN CRH AMSA is under the general supervision of the VISN CRH AO/HSS. This position is responsible for the consult and scheduling management of the VISN level CRH. The VISN CRH AMSA will work directly with VISN CRH level leadership to ensure that VISN CRH consult and scheduling services are high performing and meet Veteran access principles.

Major duties
Total Rewards of a Allied Health Professional The primary duties of the Medical Support Assistant (Advanced) may include but are not limited to: Processing medical release of information requests Initiating and carrying out a variety of clerical duties associated with patient care and treatment of one or more CRH primary care, mental health and specialty clinics Answering a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information Providing front-line assistance to customers with questions or concerns. Processing administrative interfacility consults and ensures Veterans appointments Developing and refining scheduling processes and training for the CRH Hub. Training spoke site clerical staff in CRH scheduling practices Scheduling appointments for patients with a variety of telehealth clinics, services and consultants Managing the daily appointment list which requires scheduling, cancelling, or no- showing appointments Reviewing spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match Monitoring the clinic consultations in accordance with the VHA National Scheduling Directive guidelines Monitoring the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily Orienting new medical staff and all medical/nursing students to such things as the location of the patient files, as well as formatting of CPRS, VISTA, and Visual Aid Orienting staff relative to administrative rules, regulations, procedures and policies in the capacity of a Medical Support Assistant and the CRH program Facilitating communication between providers and patients Serving as the point of contact for incoming provider calls from patients, spoke sites, and others Retrieving and inputting pertinent data into VISTA and CPRS programs, maneuvers and retrieves medical documentation from the VISTA Capture/Display Program and is knowledgeable with Remote Data and is able when needed to retrieve appropriate data requested Inputting and extracting data of a highly technical nature, ensuring productivity is maintained at the established level Participating in team huddles and team meetings to manage and plan patient care Performing document scanning daily Assisting with VISN and National reports Retrieving and extracting data needed for monthly and/or quarterly reporting Operating operation office technology, computer systems, and applications such as VistA, CPRS, Secured Administrative Messaging, and various Microsoft applications to accurately enter or extract information Coordinating with the patient care team to review the clinic utilization Training others in a variety of clerical duties in telehealth Work Schedule: Monday – Friday, 7:30am – 4:00pm, subject to change based on the needs of the service. Recruitment/Relocation Incentives (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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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. Functional Statement #: 00159F Permanent Change of Station (PCS): Not Authorized

Qualifications
Basic Requirements United States Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience and Education. (1) Experience. No experience required (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification. None required. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). Grade Determinations. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Medical Support Assistant (Advanced), GS-06 (a) Experience. One year of experience equivalent to the GS-05 grade level. (b) Assignment. The Advanced MSA performs difficult and responsible 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.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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. 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. 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: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

How to apply
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/19/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13087910. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.