The North Florida/South Georgia Veterans Health System serves veterans across a large geographical area in North Florida (33 counties) and South Georgia (19 counties). In addition to our two medical centers in Gainesville and Lake City, we offer a number of services to our patients in several satellite outpatient clinics and community-based outpatient clinics. The Malcom Randall VA Medical Center (VAMC) is one of two VAMCs in the North Florida/South Georgia Veterans Health System.
Summary
The North Florida/South Georgia Veterans Health System serves veterans across a large geographical area in North Florida (33 counties) and South Georgia (19 counties). In addition to our two medical centers in Gainesville and Lake City, we offer a number of services to our patients in several satellite outpatient clinics and community-based outpatient clinics. The Malcom Randall VA Medical Center (VAMC) is one of two VAMCs in the North Florida/South Georgia Veterans Health System.
Personally greets veterans and beneficiaries, presenting in person or by telephone, requesting assistance. Puts them at ease by listening to their requests; determines the nature of their medical care needs, questions or complaints; and answers questions, provides information, gives guidance, and initiates action as appropriate.
Carefully observes and questions patients about the nature of their medical problem to determine if a condition exists which would require immediate medical evaluation. Immediately notifies the medical staff when potentially serious medical symptoms or complaints are identified and shares any information obtained from the patient or family with the clinical staff to assist in diagnosis, treatment and appropriate referral. After emergency treatment is initiated, will perform necessary medical administrative processing.
Receives and listens to complaints and grievances from patients or their representatives. Makes inquiry into patient complaints and initiates action or change necessary to correct or resolve problem situations or conflicts or refers the complaint to the appropriate Service/Section. Explains and helps the veteran understand VA and our hospital's policies, procedures, and available services.
Continually monitors patient flow, identifies existing and potential problem areas or delays in processing a veteran's medical care request. Determines the problem or bottleneck and initiates action with the clinical staff toexpedite the case and correct the problem and ensure the smooth flow ofpatient care from reception through disposition. Works as a team member with health care providers and other administrative staff in preventing and resolving delays and misunderstandings, intervenes on the patient's behalf toresolve all problems and resolves patient complaints regarding entitlement services rendered.
Determines legal entitlement for medical benefits byreviewing military discharge papers, VBMS, or information obtained from VAROs or other VAs and any other applicable documents. Applies most current laws, VA regulations, and hospital policy to provide a veteran with the highest eligibility status. Obtains information on changes in laws, regulations, or policies which change veterans' medical benefits entitlement.
Advises veterans of entitlement/priority to medical benefits and selected non-medical benefits and changes in laws, regulations and policies as appropriate. Identifies veterans who are or may be entitled to various special benefits or programs such as Compensation and Pension Claim Exams, Registry Exams (Persian Gulf, Agent Orange, Ionizing Radiation, Ex-POW), Vocational Rehabilitation, Fee Basis, Homeless Veteran Program, Women's Center, CHAMPVA, etc. Encourages them to apply and explains how to apply for these benefits. Explains to unverified/ineligible veterans in detail why they are not eligible for medical care, suggests alternative sources for obtaining care and/or refers veterans to other specialized advisors i.e. Social Work Service, Veterans Service Officers or Benefits Counselors.
Interviews all veterans applying for medical benefits (or their family members or representatives) obtaining all key information needed to prepare new medical records or update existing, records; ensuring current eligibility data, monetary benefits, current residence, telephone, next-of-kin, applicable claim number and other administrative data is complete. Enters (types) this information into VisTA.
Assist with setting up rides in Uber and VetRide for veterans.
Responds as a member of the "Rapid Response Team" as required for either Internal or External Disaster Response to provide for identification, labeling, and tracking of casualties.
Observes all safety precautions and is responsible for learning, practicing, and supporting all existing safety practices relevant to this position.
Assists in the accuracy of the EDIS and BMS systems. Coordinates with clinical services to ensure that the information is accurate and up to date. Assists the HOD with the maintenance and data entry of the Event Log during off tours.
Assist with coverage for Ward Administration and Telephone Operations as needed Incumbent must be knowledgeable of quality assurance/CQI principals and responsible for ensuring these administrative functions are carried out in the performance of their duties. May be required to conduct individual quality assurance/CQI studies or serve as a CQI project team member as assigned.
Work Schedule: Rotating tours including days, evenings, nights, weekends and holidays. In addition to the assigned tour of duty, an assigned rotation for On-Call and Disaster Schedule for Essential Personnel will be required to meet minimum staffing requirements and service needs. Schedule subject to change to meet the needs of the service and/or agency. Functional Statement #: 51003F
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 trial 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
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).
Grade Determinations:
Advanced Medical Support Assistant GS-6
Experience. One year of experience equivalent to the GS-5 grade level.
Assignment: The Advanced Medical Support Assistant 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 :
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.
The full performance level of this vacancy is GS-06
Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, bending, twisting and carrying light items are required.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
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.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
To apply for this position, you must provide a complete Application Package which includes:
Resume (REQUIRED). Your resume must include the following information for all related work history to this occupation.
Job Title
Dates of Employment in Month/Year (for example: 06/2010-04/2018, or June 2010-April 2018)
Hours worked per week. Your total creditable experience will be prorated by number of hours you worked; thirty-six or more hours is considered full-time. (for example: 20 hours per week for one year is only equivalent to 6 months of creditable experience.)
Detailed description of work experience. We cannot make any assumptions in your level of experience, please provide as much detail as you can to demonstrate how you meet the required experience for this occupation.
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/24/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12801531.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Malcom Randall Department of Veterans Affairs Medical Center
1601 Southwest Archer Road
Gainesville, FL 32608
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
Resume (REQUIRED). Your resume must include the following information for all related work history to this occupation.
Job Title
Dates of Employment in Month/Year (for example: 06/2010-04/2018, or June 2010-April 2018)
Hours worked per week. Your total creditable experience will be prorated by number of hours you worked; thirty-six or more hours is considered full-time. (for example: 20 hours per week for one year is only equivalent to 6 months of creditable experience.)
Detailed description of work experience. We cannot make any assumptions in your level of experience, please provide as much detail as you can to demonstrate how you meet the required experience for this occupation.
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/24/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12801531.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Malcom Randall Department of Veterans Affairs Medical Center
1601 Southwest Archer Road
Gainesville, FL 32608
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
