Advanced Medical Support Assistant

About the role

The Advanced Medical Support Assistant provides comprehensive administrative support within the Northeast CBOC, ensuring efficient patient access, accurate scheduling, maintenance of demographic and insurance data, and management of the Electronic Wait List.

The position coordinates daily workflow with PACT/BHIP teams, processes MyHealtheVet and phone messages, supports clinic operations through high-volume scheduling, and assists with release-of-information and Home Health requests.

What you will do

• The Advanced Medical Support Assistant (AMSA) works collaboratively within the PACT/BHIP interdisciplinary care model to provide comprehensive administrative support that ensures timely and accurate patient care delivery.
• The incumbent manages complex scheduling functions for one or more outpatient clinics, adjusts appointments in accordance with clinic access contingency plans, and coordinates care when staffing or coverage changes occur.
• The AMSA receives and screens phone calls courteously, determines the nature of requests, and provides appropriate information using privacy guidelines and established clinic processes.
• The AMSA independently prioritizes workload, adjusts work sequencing to meet team needs, and participates in daily huddles and weekly team meetings when coverage permits.
• The incumbent notifies the supervisor of clinic access issues and ensures timely scheduling within mandated timeframes.
• Daily responsibilities include reviewing consults, the Electronic Wait List, recall lists, and patient communications for accuracy and disposition, as well as using the Missed Opportunity Report to conduct patient outreach.
• The AMSA coordinates administrative services to support continuity of care, distributes post-discharge notifications, and ensures that records received are processed and scanned into CPRS.
• The AMSA may distribute and balance workload among staff, direct work in the supervisor's absence, and assume PSA or MSA duties as needed during special projects, workload surges, vacancies, or staff detail assignments.
• Additional responsibilities include maintaining personnel reports and rosters, managing supplies, conducting audits and surveys, and supporting compliance with Advanced Clinic Access principles.
• The incumbent generates and validates patient workload reports, implements quality assurance monitors, prepares administrative documents, and gathers workflow and survey data to support process improvement.
• The AMSA accurately schedules appointments in collaboration with patients, manages the EWL, and coordinates care to limit unnecessary clinic visits.
• The incumbent may assist with Beneficiary Travel vouchers and Health Benefits Unit processes, and perform additional duties assigned to support efficient clinic operations.
• The AMSA resolves difficult problems, mitigates potential dissatisfaction with VA services, and serves as a technical resource for complex eligibility and scheduling regulations.
• The role requires the ability to lead and organize staff across multiple clinical areas, manage high volumes of calls and requests, and work effectively in a busy environment.
• Total Rewards of a Allied Health Professional Work Schedule: Monday through Friday, 8:00 am - 4:45 pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).
• Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
• Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: This position may be authorized for Ad-hoc telework.
• Telework eligibility will be discussed during the interview process.
• This is an onsite position.
• Telework may be offered when deemed necessary by the department AD-HOC, (Employees who telework on an occasional, episodic, or short-term basis, and have completed required telework training and telework agreement).
• (Portion of day acceptable).
• Virtual: This is not a virtual position.
• Functional Statement #: 56452-F Permanent Change of Station (PCS): Not Authorized

Requirements

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements (***).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
• A pre-placement physical examination is not required.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
• Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

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: ***

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application, resume, 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

Documents you must provide

• Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please 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 Long-form resume/Curriculum vitae (CV) Other (1) Performance Appraisal Professional Certification Separation Notice (RIF) SF-50/ Notification of Personnel Action Transcript

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Additional information

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions.

Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.