Advanced Medical Support Assistant

About the role

The Advanced Medical Support Assistant (AMSA) works for VA Community Care (VACC) within the VA San Diego Healthcare System. The incumbent has a foundational role within the VHA Non-VA Purchased Care Model transformation initiative.

The incumbent has a important role as he/she interfaces and collaborates with larger health care system providers, which include VA and community-based specialists, hospitals, diagnostic and treating facilities, and community-based programs.

What you will do

• This is a high level Advanced Medical Support Assistant (AMSA) position.
• As a front line contact with patients and staff, the AMSA sets the tone for perception concerning quality of healthcare services at the VA.
• A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
• A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and family members both in person and on the phone.
• The position involves performing clerical duties, customer service and other administrative duties for the proper and timely treatment of patients while also ensuring that appointment schedules are maintained.
• The incumbent must assist with access contingency plans by adjusting appointment times, location or dates as well as shift patients to other healthcare locations when necessary.
• The work involves the execution of specific rules, regulations, and/or procedures for scheduling, insurance collections, patient access, privacy and confidentiality.
• The purpose of the work is to efficiently and expeditiously manage the patient intake process as well as administratively support the staff by coordinating patient processing.
• Major duties include, but are not limited to: When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) through scanning hardware and VistA Imaging software.
• Scans and indexes materials accordingly into CPRS VistA Imagining, on a timely basis and within established guidelines; and makes the proper disposition of documents.
• After the scanning and indexing process is completed, the incumbent will review the quality of scanned documents to ensure integrity of scanned images.
• The incumbent is responsible for generating pre-authorizations for medical care outside of the VA network of providers and also coordinates the care with multiple VA clinics, community-based providers, and Veterans alike.
• The employee schedules medical appointments with community -based providers and documents them in the appropriate VA systems.
• The employee monitors all incoming community care consults and tracks their progress through to the collection of medical records resulting in consult closure.
• The incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic process.
• The employee supports patient safety standards through correct identification.
• The incumbent is responsible to urgent or emergent written or faxed requests for medical information from hospitals and/or providers.
• Contact professional staff to obtain information necessary to respond to requests when not readily available to the record.
• Obtain medical records from community-based providers as requested by providers and/or patients.
• Responsible for ensuing VA and community-based records are uploaded to the appropriate community care consult for review by a VA provider.
• The incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: High level of coordination to avoid patients having to make multiple trips to tire clinics whenever possible; Notifies her/his supervisor when appointment is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
• The AMSA work involves several processes such as recording, reviewing, compiling, and interpreting medical data and information incidental to a variety of patient care and treatment activities.
• Variations in work result from changing priorities which frequently depend upon the urgency of the situation.
• Incumbent must use a high degree of tack, poise, empathy, diplomacy and compassion dealing with veterans; families, caregivers, fellow co-workers and hospital staff.
• The duties of this position vary widely requiring utilization of different processes and methods to accomplish this work.
• The work involves questioning of patients or their representatives to collect data for administrative processing of medical examinations, making referrals, scheduling, coordinating, and monitoring return appointments for outpatient treatment work-up in compliance with VHA scheduling directives and HIPAA regulations.
• Duties are performed in accordance with the following guidelines: verbal/written instructions from supervisor or lead, VA regulations and directives, VISN and local policies and memorandums, public law and other federal and state statutes as they apply.
• Work Schedule: Monday-Friday, 7:30am -4:00pm Telework: Not Available Virtual: This is not a virtual position.
• Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the 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.
• 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

Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration.

None. 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: ***

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Reasoning Self-Management Teamwork 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. Application must demonstrate Knowledge, Skills and Abilities (KSA).

All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications.

Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification.

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

• Resume 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. DD-214/ Statement of Service Disability Letter (VA) Resume Resume SF-50/ Notification of Personnel Action 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 Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Benefits

VA Careers - Medical Support Assistant: Total Rewards of a Allied Health Professional

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

30 Day Hiring Model: The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions.

Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty. 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.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.