The Advanced Medical Support Assistant, (Advanced MSA) is responsible for a range of clerical and administrative duties that demonstrate the full-performance level of the AMSA in support of the Hoptel Lodging unit at the SFVAHCS campus. AMSAs perform a variety of support duties that facilitate the work of the medical facility who provide patient care by working to lodge patients in the hoptel who are undergoing a variety of episodes of care.
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/07/2025. 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. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time . 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. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation). 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: Please make sure that each is addressed in detail in the body of your resume. I. 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. II. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. III. 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. IV. 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. V. 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. VI. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Experience in the hospitality industry (Hotels/Hostels), Customer service experience 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 at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019
AMSAs are considered chief sources of information and play an important role in accomplishing the work of the unit by performing duties below. Scheduling, cancelling, re-scheduling patient's lodging accommodations via Hoptel consults. Responsible for maintaining general cleanliness of all shared spaces in BLD 9, 22, and 10. Consults management for all Lodging consults, reviewing eligibility and appropriateness. Complete confirmation calls to patients to ensure patients still need lodging accommodations. This may include sending/calling patients with notifications, instructions, and reminders of dates of stay, checking in patients arriving for their appointments, and checking out patients who have completed their episode of care. Verifying and updating demographic information, including basic eligibility, 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 suspense's to include but not limited to: Consult Report, Lodger Reservation Report, Daily Census report, and various other administrative operational reports. May be required to perform the following: Timekeeping, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator), PIV PIN Re-setting, 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. Responsible for linen cleaning, washing, drying, and folding as needed. Appropriately complete initial paperwork for walk-in "triage" patients, notifies the patient of a need for a Hoptel Lodger Consult and directs patient to meet with the appropriate care team. Responsible for acknowledging, responding and/or completing routed view alerts with-in 48 business hours. As required, types of routine correspondence, progress reports, memorandums and statisical 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 travel, and enrollment and means testing status. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee. Reconciles wait list as cancellations, and no shows become available. Other duties as assigned by supervisor. Work Schedule: 1400-2230 Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662 05001F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized