Medical Support Assistant (Advanced)

Summary

This position is located at the Oneonta VA Clinic - in Oneonta - NY. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Patient Aligned Care Team) and performs receptionist duties - scheduling duties - customer service and other duties as assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

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: No experience required
• Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• Licensure/Certification/Registration
• None Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements
• See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20 - 2026) 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
• Grade Determinations: Medical Support Assistant (Advanced) GS-06: Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)
• Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually
• High level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkers
• Evidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolution
• Evidence of specific computer scheduling programs or software utilized in a clinic or hospital
• In addition to 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
• 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.)
• Other assignments at this level include - but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
• participates in team huddles and team meetings to manage - plan - problem solve - and follow-up with patient care by sharing information and collaborating with the interdisciplinary team
• setting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needs
• identifies incomplete encounters and communicates findings to providers
• as needed
• assists the team to reinforce the plan of care and self-help solutions
• enters appropriate information into the electronic record
• monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
• manages patient systems to verify and validate accuracy and resolve issues
• evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
• informs team members about shared patients (i.e. - those who receive their care at multiple VA centers or those who receive care in the community)
• For all [assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
• Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of the following KSAs: 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 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
• Reference: For more information on this qualification standard - please visit VA.gov | Veterans Affairs
• The full performance level of this vacancy is GS-06 Physical Requirements: See VA Directive and Handbook 5019.
  
  

Duties

• Independently manages position responsibilities with little supervision and set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
• Participates in the daily team let huddles and weekly team meetings where patient care planning and management occur - except during staff shortages for coverage
• Ensures that insurance and demographic information is verified when the Veteran comes for his/her appointment
• Coordinates administrative services for veterans - family members - caregivers - and general public - administrative and clinical staff to ensure continuity of inpatient and outpatient care
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care
• Conducts special audits - studies - or surveys to be utilized in the development of procedures - and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting
• Organizes and implements quality assurance monitors
• Prepares a wide variety of administrative reports and documents for supervisor and Clinic Practice Management leader - generates patient workload reports for validation and monitors activity to assure consistent and accurate reporting Conducts patient/employee surveys - interviews - observes workflow
• guides patients through hospital system - inputs referrals when applicable and appropriate - documents complaints - and provides follow-up and suggests resolutions to supervisor
• Schedules appointments in a timely manner
• Serves as technical advisor and liaison with contacts at all levels
• Assists with clinic access contingency plans by adjusting appointment times - location - or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs
• Screens/receives phone calls in a courteous and timely manner - determine the nature of requests and provide the information desired using privacy rules and established clinic processes
• Other duties as assigned
• Work Schedule: 8am-4:30pm - M-F Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: Advanced Medical Support Assistant-FS# 212152-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized