Medical Support Assistant (Advanced)

Veterans Health Administration • Martinsburg, WV

10d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves in the Medical Administration Service at the Martinsburg Department of Veterans Affairs in Martinsburg, West Virginia. The role supports the administrative and operational aspects of Veteran care delivery, including access management, appointment scheduling and coordination using advanced clinic access principles, patient processing, customer service, and data integrity. The AMSA supports outpatient clinics across areas including Primary Care, Mental Health, Diagnostic Service, Pain Management and Rehabilitation, Surgical Service, and Medical Service. The position requires independent judgment in resolving administrative issues that affect patient care delivery and may involve staggered shifts or weekend clinics when needed.

The AMSA independently manages complex scheduling and access activities under VHA and local policies. The role includes in-person and telephone reception, appointment coordination, management of consults and scheduling systems, verification and updating of Veteran information, and processing medical and administrative records. The AMSA works with clinical staff and interdisciplinary teams to support patient flow, timely access, accurate records, compliance, revenue cycle activities, and continuity of care. The position reports directly to the Supervisory Medical Support Assistant, Medical Administration Service (MAS), at the Martinsburg VA Medical Center.

The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. The full performance level is GS-6. A high school diploma, GED, or state/territorial proficiency certificate is required, along with one year of qualifying experience equivalent to GS-5 and the specified knowledge, skills, and abilities. Compensation includes competitive salary and regular increases. Benefits include annual and sick leave, paid federal holidays, possible paid parental leave and childcare subsidy eligibility, a federal pension and 401(k), and federal insurance programs.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED, or proficiency certificate from a state or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-5 performing a full range of health care administrative support duties in an inpatient or outpatient setting.
• Experience advising clinical staff on administrative processes; answering phones; greeting patients; relaying messages; scheduling and canceling appointments; monitoring requests; and verifying demographic and insurance information.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• 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; may include preparing reports, presenting data, and resolving patient concerns.
• Must complete a background/security investigation and required online onboarding and application requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a two-year trial period, subject to written certification for continued employment at its completion.
• Male applicants born after December 31, 1959 must meet Selective Service registration requirements.

Responsibilities

• Independently manage complex outpatient clinic scheduling and access activities in accordance with VHA and local policies.
• Perform in-person and telephone reception, including ACD/call room scheduling coverage, and provide courteous, timely, Veteran-centered service while protecting privacy and confidentiality.
• Screen incoming calls, identify the nature of requests, and provide accurate information or resolve requests using established clinic processes and privacy regulations.
• Coordinate, schedule, reschedule, and cancel appointments using VHA-approved applications and advanced access principles.
• Adjust appointment dates, times, or locations in response to staffing or provider availability; shift patients to alternate providers or clinics to maintain continuity of care and meet access standards.
• Review active and pending consults, ICBWeb, VA Online Scheduling (VAOS), Open Slot Management (OSM), and Audiocare communications; ensure accuracy, disposition, and timely follow-up.
• Review end-of-day no-show and patient-cancellation reports and take appropriate action.
• Collect, verify, and update Veteran demographic, eligibility, and insurance information to support accurate billing, reporting, and revenue cycle activities.
• Notify supervisors or clinic leadership when clinic access is suboptimal or Veterans cannot be scheduled within required timeframes.
• Participate in daily team huddles and weekly team meetings on patient care planning and management, unless clinic coverage prevents attendance.
• Ensure receipt, processing, and integration of medical and administrative records into CPRS, including initiating scanning when required.
• Apply laws, regulations, directives, and policies governing VA health care benefits and administrative operations.
• Coordinate with care teams to monitor clinic appointment availability and adjust schedules as needed.
• Maintain communication with patients, interdisciplinary teams, VA medical centers, and other agencies to support care coordination and follow-up.
• Perform other duties as assigned.

Benefits

• Competitive salary and regular salary increases; a higher step may be considered for higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may receive 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.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income, child eligibility, and monthly limits.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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