Medical Support Assistant (Advanced)

About the role

The Greater Los Angeles VA Health Care System is seeking a highly energetic candidate to fill the Advanced Medical Support Assistant vacancy at the National Center for Warrior Independence (NCWI) located at the West Los Angeles Medical Center.

At the National Center for Warrior Independence, we are deeply committed to ending veteran homelessness and empowering Veterans to achieve sustainable, long-term independence.

What you will do

• Candidates must demonstrate a steadfast dedication to ending Veterans homelessness and walking alongside veterans on their journey to self-sufficiency.
• The incumbent serves as a Advanced Medical Support Assistant (MSA) in a clinical team based model in the Veterans Health Administration (VHA).
• The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.
• Major duties include, but are not limited to: Coordinate information and actions related to patient care and services Scheduling patient appointments for treatment in accordance with VHA national directives and local standard operating procedures Answering multiline phone systems and retrieving voicemails to determine appropriate actions Interviewing patients for appointments Referring patients to other medical specialty clinics as required Providing information to patients necessary to resolve complaints Interacting with customers, in-person, over the phone and through correspondence both written and electronically through various systems Reviewing and documenting medical electronic health records and administrative records Verifying and updating demographics and third party insurance information Providing excellent customer service Participate in Team huddles and meetings Assist with coverage for other respective clinics Advise clinical staff on current administrative processes Assist with training to clinic specific requirements when needed Run administrative reports for the clinical team and take appropriate action (consults, no shows) Coordinates emergency transfers to other VA hospitals or private hospitals and determine eligibility status Work independently with minimal supervision Coordinates the release of information to various organizations in support of direct patient care needs Work rotated weekends and holidays throughout the year as needed SUPERVISORY CONTROLS This is the full performance level for AMSAs.
• At this level, the AMSA independently performs a full range of duties related to the delivery of healthcare services in an outpatient setting.
• The employee plans and carries out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.
• The incumbent must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly.
• Incumbent plans and carries out the day to day operation of the office independently utilizing initiative to resolve problems.
• Incumbent's supervisor sets priorities but allows the employee to organize recurring activities.
• Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements.
• Supervision is generally limited to review of overall results on daily scheduling reports, insurance date capture, and standards of performance as well as feedback from the clinic team to ensure mission accomplished.
• Otherwise, works independently making decisions based on guidelines and regulations.
• Perform duties in such a manner that only minimal supervision is required.
• CUSTOMER SERVICE Must have at least six months of customer service experience in a position that required daily direct customer interactions.
• Meets the needs of the Veteran customers while supporting VA missions.
• Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner.
• Provides the Veteran with consistent information according to established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately.
• Work Schedule: Monday-Friday 8am-4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized 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.
• 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 dentification 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

Documentation Requirements for Proof of High School Completion or Higher If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR, high school transcript (unofficial or official) OR, GED Certificate OR, homeschooling completion OR, proficiency certificate issued by a State or Territorial Board or Department of Education OR, college transcript (official).

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.

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) Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying and MUST BE DEMONSTRATED ON YOUR RESUME.
• VA is unable to make assumptions about qualifications if not clearly listed.
• Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
• RESUME REMINDER INSTRUCTIONS: Your resume must include the following information for each job listed: Job title Duties Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Grade and Series (e.g. GS-679-5) or Grade Equivalent/Salary Narrative responses are not required at this time.
• If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.
• Your resume and/or supporting documentation will be verified.
• 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 DD-214/ Statement of Service Disability Letter (VA) Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action Transcript

Benefits

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.

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

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.