Advanced Medical Support Assistant

Quick Facts

• Role: Advanced Medical Support Assistant (AMSA)

• Team model: Patient Aligned Care Team (PACT)

• Schedule: Monday–Friday, 7:30 AM–4:00 PM

Description

The Advanced Medical Support Assistant provides specialized, expert administrative patient support within an interprofessional coordinated care delivery model. The role helps Veterans navigate outpatient appointments and access to care through multiple contact modalities, including phone and electronic messaging. Responsibilities include scheduling, coordinating patient flow, processing physician orders in CPRS, and supporting provider and clinic operations across multiple care settings.

Responsibilities

• Support an interdisciplinary coordinated care environment (PACT and other specialty care)

• Manage multiple phone lines and route/forward calls to the correct staff as needed

• Communicate effectively with patients, internal teams, management, VA medical centers, and other agencies

• Schedule appointments and notify supervisors when scheduling cannot meet mandated timeframes

• Train other Medical Support Assistants and serve as a preceptor to developmental-level MSAs

• Process physician orders from CPRS and verify orders in CPRS after completion

• Independently organize work and resolve administrative/scheduling deviations based on policy and operational knowledge

• Verify and update patient demographics and insurance during check-in

• Coordinate administrative functions for emergency and non-emergency transfers and determine appointment type based on eligibility

Requirements

• U.S. citizenship

• Complete all hiring steps including an online assessment

• Proficiency in written and spoken English

• Subject to background/security investigation

• Selective Service Registration (as applicable)

• Complete online onboarding with acceptable I-9 identification (REAL ID compliant required as of May 7, 2025)

• Participate in the seasonal influenza vaccination program

• High school diploma, GED equivalent, or proficiency certificate

• 1 year of experience equivalent to GS-5 in administrative scheduling/clinical support (e.g., scheduling/canceling/rescheduling, no-show monitoring, monitoring appointment requests from electronic sources, clinic huddles, demographics/insurance updates, transfers and appointment type determination)

• Demonstrated advanced knowledge of access-to-care processes and patient flow policies

• Advanced knowledge of medical terminology

• Ability to collaborate with multi-disciplinary clinicians and communicate electronically, by phone, in person, and in writing

• Ability to independently prioritize and organize work to meet deadlines while complying with established processes and regulations

• Resume must fully document experience (job title, duties, month/year start/end dates, and hours worked per week)

Benefits

• Competitive salary with regular salary increases (higher step may be set based on unique qualifications)

• Paid Time Off: 37–50 days per year (13–26 annual leave, 13 sick leave, 11 paid federal holidays)

• May qualify for credit toward annual leave accrual based on prior work/military service

• Parental Leave: up to 12 weeks paid parental leave after 12 months of employment

• Child Care Subsidy: after 60 days, full-time employees with income below $144,000 may qualify for up to 25% subsidy (monthly maximum $416.66)

• Retirement: federal pension (5 years vesting) and federal 401(k) with up to 5% contributions

• Insurance: health/vision/dental/term life/long-term care

• Telework: not available