Medical Support Assistant (Advanced)

Veterans Health Administration • Martinsburg, WV

5d • Onsite

About The Position

The Advanced Medical Support Assistant serves in the Dental Clinic at the Martinsburg VA Medical Center in Martinsburg, West Virginia. The position provides independent administrative and operational support for Veteran care, including access management, appointment scheduling, coordination of care, patient processing, customer service, and data integrity. The AMSA supports the Specialty Care Service (Dental Service), exercises sound judgment to resolve administrative issues affecting care delivery, and works collaboratively with an interdisciplinary care team. The position reports directly to the Administrative Officer, Dental Service.

The role involves complex scheduling and access activities across outpatient clinics, coordination among dental hygienists, general dentists, specialty providers, and dental laboratory technicians, and management of patient communications and records. The AMSA uses VHA-approved scheduling and appointment applications and other patient systems to manage appointments, consults, access, and follow-up. The position also supports workload distribution and provides guidance to Clinical Support Section employees when the supervisor is absent.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. The full performance level is GS-06. The position is in the Excepted Service and does not confer competitive status.

Requirements

• United States citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• For GS-6 qualification: one year of experience equivalent to the GS-5 level, including relevant appointment and consult scheduling, no-show entry, electronic wait-list monitoring, clinic preparation, appointment monitoring, encounter-form completion, demographic and insurance updates, transfers, and basic eligibility, copay, and preauthorization work.
• Advanced knowledge of technical health care processes and access to care, including interdisciplinary coordinated care and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care delivery and operational activities affecting patient flow and administrative support, including appointment cycles, referrals, follow-up, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with 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 processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing.
• Ability to complete a background/security investigation and pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must complete required application and onboarding requirements and serve the applicable one- or two-year trial period.
• Foreign education used to meet qualification requirements must be evaluated as equivalent to U.S. education by an appropriate credential evaluation organization.
• Must meet applicable physical requirements under VA Directive and Handbook 5019.

Responsibilities

• Independently manage complex outpatient clinic scheduling and access activities in accordance with VHA and local policies.
• Coordinate dental care among Veterans, dental hygienists, general dentists, specialty providers, and dental laboratory technicians to ensure cases are appropriately scheduled and proceed without delay.
• Perform face-to-face and telephone reception, including call-room scheduling coverage, and provide courteous, timely, Veteran-centered service while protecting privacy and confidentiality.
• Screen incoming calls, determine the nature of requests, and provide accurate information or resolve requests using clinic processes and privacy regulations.
• Schedule, reschedule, and cancel appointments using VHA-approved applications and advanced access principles; adjust appointment details to address staffing or provider availability and shift patients to alternate providers or clinics when needed.
• Review active and pending consults, ICB Web, VA Online Scheduling, Open Slot Management, and audio care communications for accuracy, disposition, and timely follow-up; review end-of-day no-show and cancellation reports and take appropriate action.
• Collect, verify, and update Veteran demographic, eligibility, and insurance information to support billing, reporting, and revenue-cycle activities.
• Notify supervisors or clinic leadership when access is suboptimal or Veterans cannot be scheduled within required timeframes.
• Participate in daily team huddles and weekly team meetings focused on patient care planning and management, subject to clinic coverage needs.
• Coordinate administrative services for Veterans, family members, caregivers, the public, and interdisciplinary staff to support continuity of inpatient and outpatient care.
• Ensure receipt, processing, and integration of medical and administrative records into CPRS, including initiating scanning when required.
• Interpret and apply laws, regulations, directives, and policies governing VA health care benefits and administrative operations.
• Develop and maintain effective working relationships with clinical and administrative staff to set priorities and support direct patient care.
• Assist with workload distribution among Clinical Support Section employees and provide guidance, direction, and oversight in the supervisor’s absence.
• Participate in performance improvement, access management, and quality assurance initiatives to improve clinic operations and Veteran satisfaction.
• Coordinate clinic appointment availability with the care team, monitor schedules, and make adjustments as needed.
• Support patient-care administration, including monitoring pre-appointment requirements, identifying incomplete encounters, managing follow-up systems, and communicating relevant information to care-team members as needed.
• Recommend changes to clinic procedures based on current administrative guidelines and adjust work priorities and sequencing to meet team and patient needs.

Benefits

• Federal employees receive a comprehensive benefits package; specific eligibility depends on position type.
• Selected applicants may qualify for approved credit toward annual leave accrual based on prior federal work or military service.

What This Job Offers

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