Clarification from the agency

This position is open to current, permanent Department of Veterans Affairs employees. Bay Pines VA Healthcare System and its Community Based Outpatient Clinics (CBOC's) employees will be given First Area of Consideration. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

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The Advanced Medical Support Assistant (AMSAs) is the primary sources of patient care and patient flow information. The position is responsible for the overall coordination of clinic cancellations, clinic schedules to include appointment scheduling and changes, arrangements for special studies, appointment check ins/check outs, consult tracking, verification of doctor's orders, completeness and accuracy of all actions/documentation and assisting in the scheduling transportation arrangements for patients. The duties and responsibilities of the AMSA at this level include but are not limited to the following:

• The candidate is responsible for processing all requests from VA Regional Offices to include appeals board for Compensation and Pension (C&P), to Environment of Care, Burn Pit, Agent Orange, Persian Gulf, Quick Start, Benefits Delivery at Discharge (BDD), Integrated Disability Evaluation System (IDES), Board of Veteran Appeals, and Incarcerated Veteran requests.
• Incumbent prepares the request for initial review/orders by the clinician, schedules all appointments into the decentralized hospital computer program and through the Automated Medical Information Exchange (AMIE), program to meet mandated directive timelines.
• AMSA proficiently utilizes VISTA, AMIE, CPRS, CAPRI, FTS, Virtual VA and VBMS and other software programs associated with disability examinations.
• He/she notifies the veteran by mail and/or telephone of the appointment(s) insuring the veteran is given appropriate instruction for reaching the exam site and for completing any testing that may be required.
• Candidate is responsible for updating and changing pre-appointment, cancellations and no-show letters and appointments.
• When scheduling the incumbent constantly checks clinic availability for all the C&P providers to assure the earliest available appointment is scheduled and obtains patient demographics to register patient in DHCP, including inputting billing information and forwarding consults, advising the program manager of any scheduling issues.
• Performs specialized duties in a defined functional area involving a wide variety of problems and situations and takes action consistent with objectives of the Compensation and Pension (C&P) Service. Incumbent Maintains and revises the office filing system.
• Performs other duties as required.

Work Schedule: 07:30am-4:00pm.
Functional Statement #: 20296F
Permanent Change of Station (PCS): Not authorized.

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.
• 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 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.

Complete all application requirements detailed in the "Required Documents" section of this announcement.

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.
• Education and/or Experience Combination:
  • (1) Experience. Six months experience of clerical, office or other 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: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position.

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: One-year equivalent to at least next lower grade level (GS-5).

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. Recommend 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.)

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• 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-6.

Reference: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

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.