Advanced Medical Support Assistant

Baltimore, Maryland
May 21, 2022
May 23, 2022
Full Time

The AMSA works collaboratively in an interdisciplinary coordinated care environment, having primary responsibility and accountability for the performance of administrative duties associated with patient enrollment and registration, admissions, outpatient scheduling, beneficiary travel, means testing, capture of insurance information and other administrative duties as assigned by management.

Major duties include, but are not limited to:
Enrollment and Registration:
  • Receives and processes applicants for inpatient and outpatient treatment.
  • Makes and/or assists in the determination as to the patient's eligibility for medical benefits to include counseling patients, their families, and agency employees on entitlement to benefits.
  • Registers new patients with the VHA, complete and accurate information into the record.
  • Determines and verifies eligibility for care using various methods including income assessments, military discharge documents, computer hospital inquiry (HINQ), and communication with VA Regional Office or VA Records Processing Centers.
  • Advises/counsels the veteran and/or their representative of their entitlement to various benefits.
  • Discusses copayment requirements of veterans in discretionary categories.
  • The incumbent processes Veteran Identification Cards (VIC) as needed.
  • Must use all photography equipment, hardware, and software required to complete the process of producing a VIC.
  • Completes all forms for admission.
  • Advises the Veteran regarding safekeeping of valuables, personal funds, clothing, patient rights.
  • Provides patients information about advance directives.
  • Ensures admissions entered in VHA systems accurately and timely, to include diagnoses, bed/ward section, and provide/attending.
  • Facilitate emergent consents.
  • Be familiar with the process for obtaining telephonic consents.
  • May perform duties associated with discharge and transfer process, ensuring all necessary data is entered into the system.
Outpatient Scheduling:
  • Responsible and accountable for all scheduling functions (making changing and canceling patient appointments) in accordance with clinic profiles, special instruction, and applicable VHA regulations governing the scheduling process.
  • Receives and routes all Veterans who report to the facility for scheduled/unscheduled examinations and appointments, assuring that the patients are electronically checked in for the appointment.
  • Confirming the patient demographic information is still accurate upon presentation at check in and/or during pre-registration processes. If the information is not correct, responsible for updating all information using the Pre-registration Menu, assuring that screens 1 through 5 of the Registration Menu are updated. If the patient is required to do a financial assessment (means test), must assure completion of the means test during the patient's visit.
  • Explaining in detail to Veterans about upcoming appointments, ensuring they understand what they need and where they must go to complete their work-up.
  • When applicable, ensures the patient is scheduled for a return visit in accordance with orders from the provider.
  • Receives telephone call and face-to-face inquiries from patients, families and friends of patients regarding scheduling appointments or requests for changes in scheduled appointments.
  • Obtains sufficient information necessary to identify the patient and provide appropriate follow-up.
  • Assures that the Veteran's demographic information is correct and updated in Vista.
  • For call other than scheduling makes referrals to other responsible VA personnel when the matter is outside employee's scope of assignment.
  • Responsible for administrative data capture b using the most efficient method of checking in/out all patient encounters.
  • Use the most effective method of data entry (may involve automatic scanning equipment and/or manual entry).
Beneficiary Travel:
  • Interprets VA Beneficiary Travel regulations to determine travel eligibility and entitlement.
  • Estimates, computes, and verifies costs of transportation in order that funds are properly encumbered to permit subsequent reimbursement to the traveler.
  • Responsible for scheduling and arranging transportation for both inpatients and outpatient by contract, station vehicle, and Disabled American Veterans (DAV) vehicles as appropriate.
  • Arranges the most appropriate mode of travel for the patients needs as specified by the physician in the most economical and advantageous means to the government.
  • Responsible for fund control point (FCP) management for beneficiary travel.
All other duties as assigned.

Work Schedule: Monday - Friday; 7AM - 3:30PM or 3PM - 11:30PM (may be asked to work irregular shifts, holidays, and/or weekends as needed)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Financial Disclosure Report: Not required


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.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.


Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
  • Citizenship. United States Citizenship.
  • Experience and Education. 1) Experience. 6 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, 2) Education. One year above high school; OR, 3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: 1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. 3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
  • Physical Requirements. In addition to the below you must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below.
  • English Language Proficiency. Must be proficient in spoken and written English.
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: GS-6:
a) Experience.
1 year of experience equivalent to the GS-5 grade level.

Examples of assignments and knowledge, skills and abilities at the GS-05 grade level include but are not limited to: Assignment: Delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. 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 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.). KSA'S: 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

b) GS-6 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.).


c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following GS-06 KSA's: 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. ii. 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. v. 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.

References: VA Handbook 5005, Part II, Appendix G45 dated 8/1/2019

Physical Requirements: The physical demands of work are generally minor. The work is primarily sedentary (6-8hrs.) although there is some walking required (2hrs) bending (1hr), And carrying of bulky files (1-10 lbs.), and some extended periods of standing (2-3hrs).


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. 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.

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.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .