Medical Support Assistant (Adv

Wallops Island, Virginia
Feb 04, 2023
Feb 08, 2023
Full Time

The incumbent processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH clinics.

The incumbent answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic
medical/pharmacy information: Recognizes and refers urgent issues to the professional staff for immediate action. Shows courtesy, respect, and a positive attitude towards patients, co-workers and the public at all times. Provides front-line assistance to customers with questions or concerns. Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely. Facilitates necessary follow-up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veterans appointments are scheduled timely.

Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a Subject Matter Expert regarding CRH scheduling set up and practices.

Arranges/schedules appointments for patients with a variety of telehealth clinics, services and consultants, coordinates appointments for timeliness to
avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred.

The AMSA also manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Reviews spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match.

Monitors the clinic consultations in accordance with the VHA National Scheduling Directive guidelines. Monitors the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily. Oversight of outpatient appointments for areas of responsibility.

Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Complies with the Employee Education requirements by completing mandatory annual assignments through the TMS program and complies with any additional training or education requirements as determined by the supervisor.

Orients 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. Orients staff relative to administrative rules, regulations, procedures and policies in the capacity of a Medical Support Assistant and the CRH program. Facilitates communication between providers and patients, serving as the point of contact for incoming provider calls from patients, spoke sites, and others, communicating tactfully and effectively both orally and in writing if needed. Frequently receives unclear inquiries from patients and/or spoke sites concerning a variety of medical, personnel and administrative matters; determines nature of inquiry and independently responds to all administrative questions. This requires the ability to deal with a variety of personalities from varied backgrounds.

Retrieves and inputs pertinent data into computerized record, and related, programs, maneuvers and retrieves medical documentation from multiple clinical programs and is knowledgeable with pertinent data and is able when needed to retrieve appropriate data requested. Inputs and extracts data of a highly technical nature, ensuring productivity is maintained at the established level; is able to effectively perform AMSA duties in the event of computer downtime according to established emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency.

Other AMSA assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; this requires working collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting).

AMSA's may be required to perform document scanning and mailing information daily, this requiring the knowledge of which pertinent information is required to be scanned into the patient's medical record and doing so in a timely manner.

Other duties may be assigned as deemed necessary by Supervisor to ensure efficient daily operations.

Work Schedule: Monday-Friday, standard varying-daytime hours across multiple time zones. Evenings, weekends and holidays required as necessary based on the needs of the Clinical Resource Hub and spoke sites
Telework: Available
Virtual: This is a virtual position.
Functional Statement #: 91132-A
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.


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. 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; Education. One year above high school; 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.
  • Physical Requirements. See VA Directive and Handbook 5019.g.
  • 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.

Grade Determinations: Applicant must meet the Basic requirement, the Specialized Experience and demonstrate all the required Knowledge, Skills, and Abilities for the position.

Medical Support Assistant (Advanced), GS-6
xperience. One year of experience equivalent to the [GS-5] grade level.
Demonstrated Knowledge Skills and Abilities. In addition, the applicant must meet 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.]
[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].
[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.

References: VA Handbook 5005/52, Part II Appendix G45

The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements: This work is basically sedentary; there is some walking when covering other clinics within the hospital, retrieving mail, and relaying pertinent information to staff. There is also minimal lifting/bending involved when handling supplies.


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.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine.

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 .