Advanced Medical Support Assistant

Provides advanced administrative and patient care support for VA Community Care. Coordinates appointments, processes medical records, manages referrals, ensures accurate scheduling, and communicates with Veterans, providers, and clinical staff. Maintains HIPAA standards, resolves issues, and supports smooth clinic operations.

This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until June 29, 2026. The initial cut-off date for referral of eligible applications will be June 01, 2026 with subsequent cut-off dates on the 1st of each month.

Care in the Community (VACC). The local VA Community Care Service coordinates pre-authorized clinical services for Veterans outside the VA San Diego Healthcare System.

• The incumbent is responsible for generating pre-authorizations for medical care outside of the VA. The employee schedules medical appointments with community providers and documents all information in the appropriate VA systems. The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure.
• The work involves several processes such as recording, reviewing, compiling, and interpreting medical data and information incidental to a variety of patient care and treatment activities. Variations in work result from changing priorities which frequently depend upon the urgency of the situation. Incumbent must use a high degree of tack, poise, empathy, diplomacy and compassion dealing with veterans; families, caregivers, fellow co-workers and hospital staff. The duties of this position vary widely requiring utilization of different processes and methods to accomplish this work. The work involves questioning of patients or their representatives to collect data for administrative processing of medical examinations, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient treatment work-up in compliance with VHA scheduling directives and HIPAA regulations

Typical duties include but are not limited to:

• Scheduling, canceling, re-scheduling patient's appointments and/or consults.
• Consult/referral management.
• Answering and handling incoming and outgoing telephone calls from patients, providers, and VA staff.
• Entering no-show information.
• Establishing and maintaining medical outpatient and inpatient charts as well as administrative records.
• Monitoring both inpatient and outpatient appointments for areas of responsibility.
• Obtaining medical information from patients.
• Coordinating information and actions related to patient care and services.
• Ensuring encounter forms are completed in order to obtain appropriate workload credit.
• Verifying demographics and enrollment information.
• Coordinating care with providers outside of the VA San Diego Healthcare System (VASDHS).
• Requesting medical records from providers outside of the VA San Diego Healthcare System (VASDHS).
• Processing all emergency and non-emergency transfers to other VA facilities or private hospitals.
• Other duties as assigned.

Work Schedule: Monday through Friday, 7:30 am to 4:00 pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.

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).

GS-6 Advanced MSA Experience; In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities (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.

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:

• Process 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.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.

Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• 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.
• 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.