Advanced Medical Support Assistant US Department of Veterans Affairs Tucson

Title Advanced Medical Support Assistant
Date 2020
Company US Department of Veterans Affairs
City Tucson

Short Description :

Determine the nature of requests and provide information desired using privacy rules and established clinic procedures Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform ,…

Full Description :

    Duties Summary

    Southern Arizona VA Healthcare System (SAVAHCS), Tucson, AZ has two (2) vacancies for Advanced Medical Support Assistant. These positions will be under the Surgical Service and work collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics,

    Responsibilities The incumbent 's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. The Adv. MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and the sequencing of the work to meet team and patient needs. Other duties include but not limited to the following:
    • Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing or coverage occurs.
    • Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide information desired using privacy rules and established clinic procedures.
    • Explain procedures to veterans and their family members both in person and on the phone.
    • Participates in daily team huddles and weekly team meetings.
    • Coordinates administrative services for veterans, family members, caregivers, and general public.
    • Ensure all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS)
    • Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
    • Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents.
    Work Schedule: Full time, MondayFriday. May be required to work either 07:30-1600, 0800-1630, or 08:30-1700 to be discussed during the interview.
    Financial Disclosure Report: Not required Travel Required

    Not required

    Supervisory status


    Promotion Potential


  • Job family (Series)

    0679 Medical Support Assistance

  • Requirements

    Requirements Conditions of Employment
    • You must be a U.S. Citizen to apply for this job
    • Designated and/or random drug testing may be required
    • Selective Service Registration is required for males born after 12/31/1959
    • You may be required to serve a probationary period
    • Subject to a background/security investigation
    • Must be proficient in written and spoken English
    • Selected applicants will be required to complete an online onboarding process
    Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
    To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/26/2020.
    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.
    • Must be proficient in spoken and written English in accordance with VA Policy.
    • Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or one year above high school or equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
    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).
    Grade Determinations: GS-6: One (1) year of experience equivalent to the next lower level (GS-5), providing administrative patient support staff in a medical inpatient, outpatient, or interdisciplinary setting. 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; recommends 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.).Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ].
    Candidate must also demonstrate all of the KSAs below: i. 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.] ii. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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]. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
    Preferred Experience: Proficient and skilled in computer and Microsoft Office products (e.g. Excel, Word, Power Point, Outlook, etc.
    References: VA Handbook 5005/117, Part II, Appendix G45.
    The full performance level of this vacancy is GS-6.
    Physical Requirements: The work of the positions is primarily sedentary; however, some walking, standing, bending stooping and carrying of small items such as files, and working closely with others may be required.
    (This position requires some exposure to blood borne pathogens, body fluids and other potentially infectious materials).


    IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
    Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

    Additional information

    This job opportunity announcement may be used to fill additional vacancies.
    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
    This position is in the Excepted Service and does not confer competitive status.
    VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
    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.
    If you are unable to apply online view the following link for information regarding an Alternate Application.

    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, résumé, 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.

    Background checks and security clearance Security clearance


    Drug test required


    Position sensitivity and risk

    Non-sensitive (NS)/Low Risk

    Trust determination process
  • Required Documents

    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    • Resume

    VA Form 10-2850c Application for Associated Health Occupations can be found at:
    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
    • Cover Letter
    • DD-214/ Statement of Service
    • Disability Letter (Schedule A)
    • Disability Letter (VA)
    • VA Form 10-2850
    • Resume
    • SF-15
    • SF-50/ Notification of Personnel Action
    • Transcript

    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit
  • Benefits


    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

    Review our benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Help This job is open to
  • The public

    U.S. citizens, nationals or those who owe allegiance to the U.S.

  • Federal employeesCompetitive service

    Current or former competitive service federal employees.

  • Federal employeesExcepted service

    Current excepted service federal employees.

  • Individuals with disabilities
  • Internal to an agency

    Current federal employees of this agency.

  • Veterans
Clarification from the agency

First area of consideration will be given to current, permanent SAVAHCS employees. Second area of consideration will be given to VA and federal employees from other agencies. Third area of consideration will be given to service connected disabled veterans. Fourth area of consideration will be given to preference eligible veterans. Fifth area of consideration will be given to all others.

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