The Advanced Medical Support Assistant (AMSA) works in the
Primary Care/Specialty Medicine service line at the Community Based
Outpatient Clinic (CBOC) located in Hayward, WI and Rice Lake, WI.
The AMSA impacts the administrative aspect of patient care
including: access, scheduling/coordinating appointments, collecting
and updating demographic and insurance information, managing the
Electronic Waiting List, patient processing and customer
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Major duties include but are not limited to:
- Coordinates with the patient care team to review clinic
appointment availability to ensure schedules are closely
- Develops/maintains effective communication with the patient,
interdisciplinary care team, VA medical center and other
- Communicates with non-VA medical facilities
- Manages a system for follow-up care such as consults, tests,
- Performs receptionist duties, customer service and other duties
assigned for the proper and timely treatment of patients
- Maintains appointment schedules for one or more outpatient
- Assists with clinic access contingency plans by adjusting
appointment times, location or dates
- Screens/receives phone calls in a courteous and timely
- Participates in team huddles and team meetings to manage, plan,
problem solve and follow up with patient care
- Sets priorities and deadlines, adjusting the flow and
sequencing of work to meet team and patient needs
- Monitors pre-appointment information and/or requirements to
assure readiness for patient visit/procedure
Work Schedule: Monday, Tuesday, Thursday, Friday; tour will be
discussed during the interview process
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after
- You may be required to serve a probationary period
- Subject to a background/security investigation
- Must be proficient in written and spoken English
- Selected applicants will be required to complete an online
a. Citizenship. Citizen of the United States. (Non-citizens may
be appointed when it is not possible to recruit qualified citizens
in accordance with VA Handbook 5005, Part II, Chapter 3, Section A,
b. Experience and Education.
(1) Experience. Six months experience of clerical, office,
customer service, or other administrative work that indicates the
ability to acquire the particular knowledge and skills needed to
perform the duties of the position;
(2) Education. One year above high school;
(3) Experience/Education Combination. Equivalent combination of
experience and education are qualifying for entry level for which
both education and experience are acceptable.
c. Certification. None required.
d. Grandfathering Provision. All MSAs employed in VHA in this
occupation on the effective date of this qualification standard are
considered to have met all qualification requirements for the
title, series, and grade held, which are a part of the basic
requirements of the occupation. For employees who do not meet all
the basic requirements required in this standard, but who met the
qualifications applicable to the position at the time they were
appointed to it, the following provisions apply:(1) Such employees
may be reassigned, promoted, or changed to a lower grade within the
occupation.(2) Employees who are appointed on a temporary basis
prior to the effective date of the qualification standard may not
have their temporary appointment extended or be reappointed, on a
temporary or permanent basis, until they fully meet the basic
requirements of the standard.(3) If an employee who was converted
to Title 38 hybrid status under this provision leaves the
occupation, the employee loses protected status and must meet the
full VA qualification standard requirements in effect at the time
of reentry to the occupation.
e. Foreign Education. To be creditable, education completed
outside the U.S. must have been submitted to a private organization
that specializes in the interpretation of foreign educational
credentials and such education must have been deemed at least
equivalent to that gained in conventional U.S. programs.
f. Physical Requirements. See VA Directive and Handbook
g. English Language Proficiency. MSAs must be proficient in
spoken and written English in accordance with VA Handbook 5005,
Part II, Chapter 3, Section A, paragraph 3.j.
GS-06 Advanced Medical Support Assistant: This GS-6 Advanced
Medical Support Assistant position is above the full performance
level for this job series and requires experience beyond the basic
requirement for positions in this occupation.
One year of experience equivalent to the GS-5 grade level that
equips the candidate with the following:
Operate computerized programs and systems in order to enter,
modify, and retrieve sensitive medical and patient identifying
information (PII) into or from electronic health records,
scheduling systems, and/or reports.
Schedule medical appointments in a clinical setting.
Work independently in the accomplishment of a wide variety of
duties performing patient support work.
Communicate effectively and professionally in person,
electronically, and/or by telephone, with internal and external
- Customer service with the ability to identify customer concerns
and refer to the appropriate staff, as necessary, to ensure a
Candidates must be able to demonstrate all of the knowledge,
skills and abilities below:
Abilityto collaborate and communicate with a wide range of
medical clinicians across multiple disciplines (e.g. medical
doctors, nurse practitioners, physician assistants, psychologists,
psychiatrists, social workers, clinical pharmacists, and nursing
staff) to accomplish team goal setting to ensure medical care to
patients is met.
Ability to independently set priorities and organizes work to
meet deadlines, ensuring compliance with established processes,
policies and regulations.
Ability to communicate tactfully and effectively,
electronically, by phone, in person, and in writing, with internal
and external customers. This may include preparing reports in
various formats and presenting data to various organizational
levels, as well as resolving patient concerns.
Advanced knowledge of the technical health care process
(including, but not limited to, scheduling across interdisciplinary
coordinated care delivery and/or care in the community models and
patient health care portals) as it relates to access to care.
Advanced knowledge of policies and procedures associated with
interdisciplinary coordinated care delivery and/or care in the
community operational activities that affect patient flow, and
patient support care administrative functions to include, but not
limited to appointment cycles, outside patient referrals, follow-up
care, overbooking, provider availability, etc.
- Advanced knowledge of medical terminology due to the technical
nature of language utilized by clinicians.
References: See VA Handbook 5005/53, Part II, Appendix G, page
II-G45-4 & II-G45-5
Physical Requirements: The work is primarily sedentary, however,
there may be some walking, standing, bending and transporting items
under 20 pounds. Works extensively in the hospital computer
There is no educational substitute for experience for the
Advanced Medical Support Assistant position.