Advanced Medical Support Assistant

Advanced Medical Support Assistant

The Advanced Medical Support Assistant (Advanced MSA) works for the Patient Aligned Care Team and/or Medical Specialties within the San Francisco VA Health Care System (SFVAHCS). The Advanced MSA is responsible for a range of clerical and administrative duties that demonstrate the full-performance level of the Advanced MSA. Responsibilities Advanced MSA's perform a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care. Advanced MSA's are considered chief sources of information and play an important role in accomplishing the work of the unit by performing duties below. At this level the Advanced MSA must have the ability to work rapidly and independently with a high degree of accuracy. The Advanced MSA must be dependable, use good judgement and effectively/accurately analyze and evaluate all situations to ensure the veteran receives the highest quality of care. Good written and oral communication skills are essential. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model, a PACT at the assigned VA CBOC a division of San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care. The Advanced MSA is the primary source of contact to the patient by phone and/or in person, acts as the liaison to the clinical staff and provides administrative assistance for the assigned Clinic. As a front line contact to the patient, the Advanced MSA sets the tone for perception concerning the quality of healthcare services provided by VA. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Advanced MSA's are considered chief sources of information and play an important role in accomplishing the work of the unit. Duties include but are not limited to:

• Scheduling, cancelling, re-scheduling patient's appointments and/or consults; entering no-show information and appointment cancellation information.
• Sending appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments.
• Verifying and updating demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture.
• Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts.
• Checking and responding to voicemail.
• Responsible for incoming and outgoing faxing and distribution.
• Monitor, manage and/or complete multiple reports, lists and suspenses to include but not limited to: electronic wait list, unseen report, recall reminders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking.
• May be required to perform the following: Timekeeping, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator), PIV PIN Re-setter, maintenance of office supplies as designated shopper
• Enters appropriate, complete, accurate information into electronic record (CPRS/VISTA) and other clinical information systems as appropriate to the area assigned.
• Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes.
• Performs typing work from written material using word processing or electronic spreadsheet software and equipment (such as but not limited to Microsoft office applications).
• Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing or physician staff. Collaborates effectively with the other staff to ensure seamless care.
• Responsible for acknowledging, responding and/or completing routed view alerts with-in 48 business hours.
• As required, types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel.
• Maintains up to date status on mandatory TMS training to include but not limited to: VA Scheduling Requirements.
• Understanding of beneficiary enrollment and means testing.
• The Advanced MSA may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee.
• Other duties as assigned.

Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor

Telework: Not authorized

Relocation/recruitment incentive: not authorized

Requirements Conditions of Employment:

• 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.
• You may be required to serve a trial period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/26/2025. Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
• Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.
• Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level.
• Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek.

Grade Determinations:

For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05).

Preferred Experience:

• Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEAMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward.
• Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines.

You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position:

• Ability to 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 organize 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade