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Summary The Advanced Medical Support Assistant provides a wide variety of administrative and or clerical tasks associated with maintaining and supporting the work performed within the Prosthetic Service. The Advanced Medical Support Assistant works closely with veterans, prosthetic staff, orthotic lab clinicians, and other VAMC staff to provide assistance that facilitates the efficient functioning of the program. Responsibilities The Advanced Medical Support Assistant (AMSA) will check in and check out veterans for their scheduled prosthetic clinic appointments. The AMSA will attend to the needs of the steady stream of walking and veterans referred from throughout the Medical Center. They will issue stock medical devices, maintain accurate inventory, and update medical records. The AMSA will follow up with the provider to determine changes in the order or the need of the veteran. They will answer all phone calls, which the prosthetic department handles throughout the day, researching and providing appropriate responses. The AMSA will handle themselves in a professional and courteous manners in all interactions. They will establish and maintain rapport with the hospital management, coworkers and medical professionals serving as a liaison of the Prosthetic and Sensory Aid service (P&SAS). When continued treatment is indicated, the Advanced Medical Support Assistant schedules the appropriate appointments using the appropriate software. The AMSA checks the patients out on the computer by entering appropriate stock codes. The AMSA correctly enters the provider and appropriate diagnosis code, as well as any CPT codes that are appropriate for the visit. The AMSA will examine electronic health records and claim files to determine eligibility and entitlement for items and services based on supported criteria and advises the veteran of the same. Identify priorities on pending prosthetic consults to comply with VA Headquarter mandates 15-day turn around policy. Expected to maintain working knowledge of prosthetic related directives and program guidelines. Issue inventory by checking various systems and electronic health records to determine the type and size of various durable medical equipment. The AMSA performs specialized program support processes to include, but not limited to: Maintaining calendars, appointments, and schedules. Schedule and arrange meetings or small conferences as requested and provide administrative details. Serves as a primary timekeeper, as assigned and/or alternate timekeeper, as assigned, and assumes all responsibility for the element of the position, ensuring posting is maintained daily and that time keeping procedures are accurate and timely. Performs training and support duties such as coordination and scheduling of training. Provides training, advice, and assistance to the Orthotic Lab and/or supervisors in regard to completion of required reports or claims pertaining to state, federal, and medical center regulations, and policies ( e.g. OSHA, Department of Labor, and Office of Workers' Compensation). All other duties as assigned. Work Schedule: 8am - 4:30pm EST, Subject to change with management discretion to accommodate the needs of the VA Mission. Recruitment Incentive: Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement # 32005F Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. 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). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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 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. 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. Physical Requirements: See VA Directive and Handbook 5019. Certification: None Required. 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). 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. Grade Determinations: Medical Support Assistant (Advanced), GS-6. Experience. One year of experience equivalent to the GS-5 grade level. 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. Knowledge, Skills, and Abilities. Candidates must demonstrate [all] of the following KSAs : 1. 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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. The full performance level of this vacancy is GS-06 Physical Requirements: Physical exertion for the position will include standing, walking, bending, stooping, kneeling, climbing, reaching, lifting, and working in cramped positions. Must be able to lift up to 18 Kilograms (40 pounds) on occasion and there will be instances when supplies will need to be moved. Packing and unpacking boxes will be required as well as breaking down boxes for proper disposal. Frequently the incumbent is required to assist in lifting wheeled mobility equipment from boxes or onto mounting blocks and/or transferring patients from a wheelchair to another chair and back again. Must seek assistance when lifting heavy objects to prevent injury. Preferred Experience: 1-2 years in an administrative or customer service role, proficiency in Microsoft Office Suite (Word, Excel, Outlook), strong organizational skills, and excellent communication abilities. Expertise in complex tasks, such as managing confidential records, preparing specialized reports, or coordinating complex travel and meetings. Past experience with a particular timekeeping system or filing protocol that is critical to the office's operations. Program-specific knowledge: Demonstrated knowledge of a specific program's functions and procedures, especially if this knowledge is unique to the agency or organization References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Education 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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.