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Summary The Advanced Medical Support Assistant position provides clerical and administrative support to the patients and staff; this position is located in the Cardiology Section of Specialty Care/Medical Service in the Robley Rex VA Medical Center. Serves as an initial point of contact for Cardiology, Echo, Nuclear, EKG, Cath Lab, and the Sleep Center. Duties may be performed in inpatient/outpatient testing areas. Responsibilities The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model. The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports, ensures clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments. FUNCTIONS OR SCOPES OF ASSIGNED DUTIES: Develops and maintains effective and efficient communication with the patient and interdisciplinary care team, VA medical centers, and other agencies. Works collaboratively as the point of contact for the patients and their families and the interdisciplinary (Medicine Service/Specialty Clinic) teams requesting appointments. Evaluates patient information and clinic schedule to check on availability, confirm appointments and/or reschedule appointments using the electronic health record (EHRNistA/CPRS). Track, ensure and verify encounters and Insurance Card Buffer (ICB) is completed. The incumbent explains VA's mandate to collect insurance information to Veterans, their families and other eligible patients. Collects, scans, and updates health insurance information serving a major role in revenue process. Participates in team meetings to manage and plan patient care. Sets priorities and deadlines, adjusts flow and sequencing of work to meet team and patient needs. Collaborates with team members to reinforce the plan of care and self-help solutions and enters appropriate information into the electronic patient medical record. Participates and provides feedback and input in problem solving on operational issues or procedures with team members. Performs administrative follow up actions and independently follows up with team members by sharing information and collaborating with the clinical team to assure continuity of care. Monitors pre-appointment requirements to assure readiness for patient visit/procedure. Manages electronic wait list to verify and validate accuracy and resolve issues. Ensuring accurate and timely scheduling of appointments, including interpreting, and verifying provider orders in accordance with VHA National Scheduling Guidelines. In addition, interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: schedule, cancel no-show appointments and utilize the electronic wait list accurately in timely manner. Develops and maintains specific reports used by the patient care team to monitor, track and trend care delivery as well as participating and leading quality improvement efforts focused on access, quality and customer satisfaction. Incumbent is responsible for consult management to include scheduling, monitoring, and disposition of new patient consults. Incumbent will also be responsible for the oversight of consult cleanup for facility consults. Responsible for processing first party requests for medical records and third-party requests for patient medical information from non-VA providers. Instrumental in assisting patients completing authorization forms. Incumbent is responsible for appointment management and coordination of all administrative information between the professional staff and the patient. Receives patients and visitors in person or telephonically. Records and relays messages and/or redirects calls as necessary. Updates demographic information, scheduling appointments, collects insurance information, data entry, administratively managing consultation requests, and electronic wait list, and notifies the patient of his/her appointment. Apprises medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative matters. Attempts to resolve complaints of a local administrative nature and refers other complaints to supervisor. Coordinates and/or schedules patient appointments with other clinics or specialties. The incumbent may serve as a timekeeper for select sections within the service, which includes (4) separate T/L's. Incumbent may be responsible for establishing complex tours of duty and core time for physicians. Incumbent conducts new employee service specific orientation, and briefs service personnel (including physicians) on time, attendance, and leave requirements. Maintains accurate time, attendance, leave, and authorization records of Medical Service employees, fee/contractor, consult and attending physicians and other staff. Work Schedule: 7:30am - 4:00pm or 7:00am - 3:30pm Telework: May be approved upon supervisor discretion. Virtual: This is not a virtual position. Functional Statement #: 40196-F Relocation/Recruitment Incentives: Not Authorized EDRP Authorized: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications To qualify for this position, applicants must meet all requirements by the cut-off date of each applicant referral for this announcement. 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: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: (1) 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; 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. Certification. None required. 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 3j. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6: Experience. One year of experience equivalent to the GS-5 grade level. GS-5 grade level experience includes, but is not limited to, independently performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting: advises clinical staff on current administrative processes; responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside the unit; scheduling appointments, including interpreting and verifying provider orders; canceling and re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; verifying and updating demographics and insurance information; and, coordinating administrative functions relating to emergency and non-emergency transfers to other facilities. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. References: 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. Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. Education There is no substitution of education for experience at this grade level. Additional Information 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.