Advanced Medical Support Assistant

Veterans Health Administration • Augusta, GA

7d • Onsite

About The Position

The Advanced Medical Support Assistant is located in the Veterans Health Administration’s Southeast Network (VISN 7), at the VA Augusta Health Care System in Augusta, Georgia, within Community Care or Health Administration Service. The position provides specialized administrative patient support in an interdisciplinary coordinated-care environment, working across clinics, specialties, and community-care resources to support access to care and patient flow.

The incumbent coordinates patient care and communicates with patients, clinicians, VA facilities, and external agencies; manages appointments, clinic workloads, recalls, consults, and referrals; maintains accurate patient records; and ensures encounters and follow-up actions are completed and documented. The role uses advanced patient systems and requires independent judgment to organize priorities, monitor clinic access, address scheduling issues, and support patient satisfaction. This is an open continuous announcement, with referrals made as needed through the updated closing date of September 30, 2027. Vacancies may not be available at every location when applications are submitted.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or a state or territorial-level proficiency certificate.
• For the GS-06 Advanced Medical Support Assistant grade, one year of creditable experience equivalent to GS-05.
• Demonstrated advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated-care and/or community-care models and patient health care portals.
• Demonstrated advanced knowledge of policies and procedures affecting interdisciplinary care delivery, patient flow, appointment cycles, outside referrals, follow-up care, overbooking, provider availability, and patient-support administrative functions.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goals and meet patient-care needs.
• Ability to independently set priorities and organize work to meet deadlines while complying 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, presenting data, and resolving patient concerns.
• Proficiency in written and spoken English; direct patient-care appointees must be proficient in spoken and written English.
• Must pass a pre-employment physical evaluation and background/security investigation, complete onboarding and application requirements, and participate in the seasonal influenza vaccination program.
• Males born after December 31, 1959, must meet Selective Service registration requirements.
• Must serve a two-year trial period, subject to the conditions described in the announcement.

Nice To Haves

• At least one year of scheduling experience.
• Current VHA employees in this occupation may qualify under the Grandfathering Provision if they meet the applicable criteria.

Responsibilities

• Coordinate patient care with interdisciplinary healthcare teams and communicate with patients, providers, VA facilities, and external agencies.
• Schedule, reschedule, and manage patient appointments and clinic workloads across multiple clinics and specialties.
• Monitor clinic schedules, recalls, consults, appointment readiness, and clinic appointment availability; adjust schedules as necessary.
• Maintain and verify accurate patient records, demographics, insurance information, and electronic-record entries.
• Ensure outpatient encounters are completed and documented in a timely manner; identify incomplete encounters and communicate findings to providers.
• Provide administrative support to clinics and healthcare providers, including managing follow-up actions and assigned projects.
• Verify patient identity and follow VA policies, privacy regulations, and established administrative processes.
• Answer telephone inquiries and provide professional, compassionate customer service; resolve patient concerns as appropriate.
• Assist patients with scheduling, referrals, insurance requirements, and My HealtheVet registration and secure messaging.
• Coordinate urgent requests, assess whether patients require immediate appointments, and support clinic access contingency plans.
• Use VistA, CPRS, VSE, VAOS, CTM, ISS, and other VA systems to support patient care and administrative work.
• Participate in team huddles, meetings, and care-coordination activities; share information and collaborate on patient needs.
• Educate staff and patients about scheduling procedures and administrative requirements.
• Track clinic access issues and support Community Care referrals when appropriate.
• Explain VA insurance collection requirements to veterans and eligible beneficiaries.
• Set priorities, organize work, meet deadlines, and adjust work sequencing to meet team and patient needs.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Perform additional administrative duties as assigned to support clinic operations.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster-care placement of a child.
• Child care subsidy may be available after 60 days for eligible full-time employees meeting the stated family-income and child-eligibility conditions.
• Traditional federal pension, with five-year vesting, and federal 401(k) with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED