Medical Support Assistant (Advanced)

Veterans Health Administration • Murfreesboro, TN

8d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves in the Centralized Scheduling Unit (CSU), assisting Veterans with outpatient appointment management and providing administrative support related to their care and treatment. The role facilitates an interdisciplinary coordinated care delivery model, such as PACT, and monitors clinic setup to ensure it supports clinic needs. In collaboration with clinics, the AMSA maintains effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies.

The position is full-time, Monday through Friday, with a schedule of either 8:00 a.m.–4:30 p.m. or 7:30 a.m.–4:00 p.m., depending on service needs. Telework and virtual work are not available. The full performance level is GS-06. The position is generally sedentary, requires operating a computer terminal and managing multiple activities, and may involve walking, standing, bending, and carrying light items. The work may be stressful during peak clinic hours or high-volume clinic days.

Applicants must meet U.S. citizenship and English proficiency requirements, have a high school diploma or equivalent, and meet the GS-06 experience and competency requirements. The position requires one year of experience equivalent to GS-05, along with specified knowledge, skills, and abilities. A one- or two-year trial period applies. Recruitment or relocation incentives and permanent change of station assistance are not authorized.

Requirements

• U.S. citizenship is required, with the stated exception that non-citizens may be appointed when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-05 grade level.
• Advanced knowledge of the technical health care process as it relates to access to care, including scheduling across interdisciplinary coordinated care delivery or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative patient-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 accomplish team goals and support 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 with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Must complete the required application and onboarding steps and be subject to a background/security investigation.
• Must participate in the seasonal influenza vaccination program as a VA Health Care Personnel employee.
• Must serve a one- or two-year trial period.
• Physical ability to operate a computer terminal and manage multiple activities; work may also involve walking, standing, bending, and carrying light items.
• Experience must be documented on the resume with job title, duties, month and year start/end dates, and hours worked per week.

Nice To Haves

• Previous experience as a medical support assistant.
• Experience working in a call center.
• Experience performing administrative health care functions.

Responsibilities

• Schedule Veteran appointments.
• Screen incoming calls to determine whether they can be handled personally or should be directed to an appropriate team member.
• Review clinic appointment schedules to optimize clinic utilization and support clinic and Veteran needs.
• Monitor clinic setup and make necessary adjustments in collaboration with the appropriate clinic.
• Maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Facilitate the work of an interdisciplinary coordinated care delivery model, such as PACT.
• Support the management of Veterans’ outpatient appointments and provide related administrative support for their care and treatment.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on 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.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service experience.
• 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 and other eligibility limits.
• Traditional federal pension with five-year vesting and 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: Entry Level
• Education Level: High school or GED