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Advanced Medical Support Assistant

Company: Department of Veterans Affairs
Location: Long Beach
Posted on: May 3, 2021

Job Description:

  • Videos


  • Duties




This position is part of Health Administration Service (HAS). The incumbent serves as an Advanced Medical Support Assistant assigned to a Patient Aligned Care Team (PACT) model, Community Based Outpatient Clinics(CBOC), or Call Center. AMSAs provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Learn more about this agency


Primary functions of the Advanced Medical Support Assistant are scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Additional duties may include but are not limited to:

  • Serves as the front line of contact with patients, setting the tone for the quality of healthcare and services at the VA, utilizing a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner.
  • Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes.
  • Forwards calls to team members as needed and/or take messages as needed.
  • Verifies third party insurance and updating information in the Insurance Capture Buffer (ICB) system.
  • Refers all questions requiring immediate medical attention to appropriate health care team member.
  • Schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
  • Prepares reports in various formats and enters information in the appropriate electronic system and in the Veteran's patient electronic record.
  • Resolves patient complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.
  • Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
  • Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
  • Assists with authorization requests for Veterans seeking external private care appointments.
  • Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care.

Work Schedule: Most shifts are Monday through Friday, 7:30am to 4:00pm. This can change based on need at time of hire

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

  • 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
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process


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.
  • English Language Proficiency: MSA's must be proficient in spoken and written English.

Experience or Education:

  • 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 the entry level for which both education and experience are acceptable.

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).

Preferred Experience:

  • Ability to multi task and work using multiple programs simultaneously Grade Requirement:

In addition to the basic requirements above, all applicants must also meet the following grade requirement for an Advance Medical Support Assistant, GS-0679-6. To qualify, applicants must have one (1) year of experience equivalent to the GS-5 grade level which demonstrates knowledge, skills, and abilities that are directly related to the specific assignment. Your application must demonstrate that you meet the following:

  • 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.
  • 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 function 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.

References: VA Handbook 5005/117, PART II, APPENDIX G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf

The full performance level of this vacancy is GS-06.

Physical Requirements: The work is primarily sedentary but also requires some standing, walking, bending, lifting and carrying of light items.


There is no educational substitute for this grade level. (GS-06)

Keywords: Department of Veterans Affairs, Long Beach , Advanced Medical Support Assistant, Other , Long Beach, California

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