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Medical Support Assistant (Advanced)

Department of Veterans Affairs
Veterans Health Administration
VA Palo Alto Healthcare System, Dermatology Service
This job announcement has closed

Summary

The incumbent performs a wide variety of administrative support services necessary for smooth management associated with maintaining and supporting the work performed within the Dermatology Service. The incumbent serves as an assistant to the Dermatology service, providing support to core staff, affiliated staff (physicians, resident physicians, medical students, etc.) patients, and external customers.

Overview

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Reviewing applications
Open & closing dates
06/27/2025 to 07/05/2025
This job will close when we have received 50 applications which may be sooner than the closing date. Learn more
Salary
$69,133 to - $89,869 per year
Pay scale & grade
GS 6
Location
1 vacancy in the following location:
Palo Alto, CA
1 vacancy
Remote job
No
Telework eligible
No
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
None
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Financial disclosure
No
Bargaining unit status
Yes
Announcement number
CBSW-12753859-25-FJ
Control number
839586400

This job is open to

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Clarification from the agency

All qualified candidates encouraged to apply. Open to U.S. Citizens but non-citizens may be appointed when it is not possible to recruit qualified citizens.

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Duties

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As a vital first point of contact, this position acts as a crucial liaison, bridging the gap between patients, medical staff, and external entities. The Advanced Medical Support Assistant (MSA) is responsible for providing information, directing inquiries to the appropriate resources, and resolving inter-service issues, ensuring efficient communication and a seamless patient experience. The accuracy of information relayed by the MSA is paramount, directly impacting patient care outcomes and potentially influencing treatment timelines and hospitalization duration. Furthermore, the MSA actively manages the patient check-in process, troubleshoots clinic flow issues, and collaborates with clinical staff to implement and track follow-up procedures for high-risk patients, particularly those with cutaneous malignancies. This role also encompasses data capture and analysis for service quality improvement initiatives, focusing on optimizing patient wait times, clinic efficiency, and minimizing no-show rates.

The incumbent ensures each scheduled patient checks in the front desk kiosk and assists patients who require help to complete the check-in process for medical and surgical Dermatology clinics, phototherapy, melanoma/pigmented lesion and skin cancer screening. The MSA identifies and troubleshoots scheduling and staffing problems in Dermatology clinic in PAD and performs analysis for performance improvement efforts in wait-times, clinic flow and no-shows. The MSA interacts with Dermatology Nurses and Physicians who identify high-risk patients with cutaneous malignancies and MSA implements and tracks mechanisms to ensure appropriate patient follow-up. The MSA works with Dermatology clinical and administrative staff to coordinate data capture for Service Quality Improvement activities with respect to patient follow-up.

Work Schedule: Monday to Friday, 8:00 am - 4:30 pm or as determined by the supervisor
Telework: No - Position not suitable
Virtual: This is not a virtual position
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Requirements

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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.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

The incumbent must have excellent interpersonal skills. He or she must be able to interact very well with others. Able to work in mutual agreement with other departments for the coordination of travel along with the transportation office. The MSA is expected to work in a cohesive manner with the applicants to the Dermatology Residency Program, and coordinate schedules for doctors, consultants, and residents at all times. Routinely identifies the customer's situation properly and performs the tasks required to resolve the customer's questions/issues accurately and in a timely manner. Follows up as necessary to ensure a satisfactory resolution. Consistently responds to customer requests for assistance promptly and in a friendly and professional manner. Listens to customer feedback, positive and/or negative, and acts to resolve matters/situations within his/her control. Questions/issues not within the employee's control are referred in a timely manner to appropriate staff able to assist with the situation. Meets customer expectations in most cases as determined through established customer surveys or other appropriate feedback systems. Professional relationships with supervisors, co-workers, and others in the organization are consistently courteous and cooperative in nature and, overall, contribute to the effective operations of the workplace and the development of a collaborative working relationship. In most instances, demonstrates the ability to adjust to change or work pressure in a pleasant and constructive manner; handles differences of opinion in a businesslike fashion; and functions as an effective team member through active participation in working towards team objectives and assisting in the group effort whenever and wherever possible.

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.
  • 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.
  • 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.
  • 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).

Grade Determinations:GS-6: One year of experience equivalent to the [GS-5] grade level. In addition to the one year of specialized experience at the next lowest grade (GS-06) level, candidates must demonstrate the below KSAs:

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 interdisciplinary 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 clinicians.

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. The actual grade at which an applicant may be selected for this vacancy is GS-06

Physical Requirements: See VA Directive and Handbook 5019.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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. 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.

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.

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.

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