Advanced Medical Support Assistant

Quick Facts

The Advanced Medical Support Assistant (AMSA) provides specialized administrative and expert patient support within an interdisciplinary, coordinated care delivery model.

Description

The AMSA supports access to care across multiple clinics and/or community resources using advanced administrative judgment and clinical flow processes. Responsibilities include answering telephones and messages, greeting patients, scheduling appointments, verifying provider orders per VHA national scheduling guidelines, and using advanced patient systems. The role also coordinates with interprofessional teams to monitor clinic availability and manages follow-up, medication refills, and electronic medical record review.

Responsibilities

• Communicate with Veterans and coordinated care teams using phone, secure messaging, chat, text, and video
• Relay messages to appropriate staff inside or outside the VISN Clinical Contact Center
• Schedule, cancel, and reschedule appointments and/or consults
• Verify and interpret provider orders according to VHA scheduling guidelines
• Obtain medical documentation from patients
• Process medication refill requests
• Obtain and review electronic medical records
• Participate in daily huddles to determine VISN CCC needs
• Manage patient systems to validate accuracy and resolve issues
• Evaluate patient information and clinic schedules to determine need for immediate appointments
• Inform team members about shared patients and coordinate across multiple VA centers and community care
• Provide accurate information on VA services and deliver high-quality customer service
• Communicate tactfully with challenging, threatening, abusive, or distraught customers and resolve complaints as appropriate
• Support efficient operations as assigned

Requirements

• U.S. citizenship
• High school diploma/GED/equivalent education
• Proficiency in spoken and written English
• Subject to background/security investigation; complete all application and onboarding steps
• Online assessment required
• Selective Service registration required for eligible males
• Pass pre-employment physical evaluation
• Influenza vaccination program participation required for VA Health Care Personnel
• Meet I-9 identification requirements (REAL ID compliance required after May 7, 2025)
• GS-06 qualifications: 1 year experience equivalent to GS-05 plus demonstrated Advanced MSA KSAs (advanced access-to-care/scheduling knowledge; policies affecting patient flow; medical terminology; collaboration across disciplines; prioritization and deadline management; tactful communication electronically/by phone/in person/in writing)

Benefits

Comprehensive federal employee benefits package; eligibility depends on position type (full-time/part-time/intermittent).