Clarification from the agency

This vacancy is open to current, permanent employees of the VHA Mid-Atlantic Healthcare Network (VISN 6). SF-50 is required for eligibility. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This announcement will remain open until the closing date, February 17, 2026, or when the applicant count is reached, whichever is earlier. The applicant count is the point at which the first 50 applications are received.

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The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The incumbent must assist with clinic access contingency plans by adjusting appointment times, demographics, locations, or dates, as well as shifting patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Advance MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area or rotate in any MSA area.

Duties of the AMSA include but are not limited to:

• Supports patient safety standards by requiring the correct Veterans Affairs identification of all patients
• Validate, collects, scans and update patient demographic and health insurance information
• Perform a variety of duties in support of data entry and collection for the unit.
• Assist with communications during the inpatient-to-outpatient discharge process,
• Assist with service access contingency plans by adjusting appointment times, location, or dates and coverage areas
• Receive telephone calls for the service and records/relay messages to the appropriate staff.
• Respond to questions from patient and visitors regarding services.
• Coordinate with medical clinics to send patients for required tests, pre-operative procedures, therapies and scheduled appointments based on doctor's instructions.
• Process incoming patient secure messages through My HealtheVet
• Entering no-show information and monitors appointment requests from multiple electronic sources.
• Gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing.
• Participate in team huddles with other MSAs, clinical and administrative staff.
• Maintains appointment schedules for one or more outpatient clinics
• Managing patient systems to verify and validate accuracy and resolve issues.
• Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Informing inter-professional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.
• Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients

This list of job duties is not inclusive of all duties associated with this position.

Telework: Telework may be available following agency policy (Ad-hoc only)
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Work Schedule: 8:00am - 4:30p, Monday-Friday

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.
• 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.

Qualifications

Basic Requirements:

• United States Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
• 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:
  • 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,
  • Education. One year above high school; OR,
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Grandfathering Provision: 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). 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

Grade Determinations:In addition to meeting the basic requirements listed above, you must meet the grade requirements at the GS-5 level to qualify for this position.

GS-6 Medical Support Assistant (Advanced) Specialized Experience: One year of experience equivalent to the GS-5 grade level. This includes but is not limited to; independently performs 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; answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; interpreting and verifying provider orders in accordance with VHA national scheduling guideline; Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in team huddles to determine the daily needs of the clinic; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.)

In addition, you must have experience which demonstrates the following knowledge, skills and abilities:

• i. 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.
• ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• iii. 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.
• iv. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across inter disciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• v. 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.
• vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinician.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-6.

Physical Requirements: SeeVA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day.

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.