Medical Support Assistant (advanced)

Department of Veterans Affairs
West Haven
Oct 06, 2017
Oct 16, 2017
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
This position is located in Diagnostic Imaging Service (Radiology) at the West Haven Campus.

Work Schedule: Every other Saturday, 7:30am 4:00pm

The incumbent serves as an Advanced Medical Support Assistant (AMSA) in Radiology under the supervision of the Supervisory AMSA. The incumbent in this position works as a Radiology scheduler in the Radiology scheduling center. They will serve as back-up to Radiology receptionists and as a backup to neighboring AMSAs at both campuses.


Advanced Medical Support Assistants (MSA) at grade GS-6 are responsible for assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT), ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic, develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The Advanced MSA will work with the Lead MSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures, all incoming calls directed to the Clinical Call Center will be screened by the Advanced MSA to determine whether those calls can be appropriately handled by the agent or if they need to be directed to other team members thus improving responsiveness to Veterans questions and concerns and reducing the overall cost of care by controlling the use of resources.



Job Details

Application Open Date


Application Close Date



Veterans Affairs, Veterans Health Administration

Who May Apply



Part Time 8 hours

* More About VA

* 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. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This job is in the Excepted Service and does not confer competitive status.

This position does not require you to file a financial disclosure report.

* Qualifications

* Citizenship: Be a citizen of the United States.

Experience and Education:

Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR

Education: One year above high school; OR

Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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 3j.


Creditable Experience:

Knowledge of Current MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA.

Quality of Experience: Qualifying experience must be at a level comparable to MSA experience 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 range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

GS-6 Advanced MSA

Experience: One year of experience equivalent to the next lower grade level, GS-5, which includes:

* Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.

* Knowledge of basic medical terminology.

* Ability to make appointments in a clinical setting.

* Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

* Ability to communicate effectively and professionally with employees at varying grade levels.

* Ability to identify customers concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

Demonstrated Knowledge, Skills, and Abilities: IN ADDITION, the candidate must demonstrate the KSAs below:

Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

* Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.

* Advanced knowledge of the technical health care process as it relates to access to care.

* Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

* Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

* Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Reference: VA Handbook 5005/53, Part II, Appendix G-45: MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679. This can be found in the local Human Resources Office.

* Benefits

* VA offers a comprehensive benefits package. This link provides is an overview of the benefits currently offered: