Medical Support Assistant (Advanced)

Qualifications

• Basic Requirements:
  • United States Citizenship: Be a citizen of the United States (U.S.).
  • Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education.
  • Licensure/Certification/Registration: None.
• Physical Requirements: See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f).
• Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20 - 2026) 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.

Requirements

• Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annuallyHigh level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkersEvidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolutionEvidence of specific computer scheduling programs or software utilized in a clinic or hospitalIn addition to 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.
• Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of the following KSAs: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.gmedical 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 metAbility to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAdvanced 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Benefits

• Medical Support Assistant (Advanced) GS-06: Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annuallyHigh level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkersEvidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolutionEvidence of specific computer scheduling programs or software utilized in a clinic or hospitalIn addition to 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 positionAnd Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of the following KSAs: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.gmedical 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 metAbility to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAdvanced 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

Pay

Grade Determinations: Medical Support Assistant (Advanced) GS-06: Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05)Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annuallyHigh level customer service skills as evidenced by daily interaction and communication with clinicians - patients - families and coworkersEvidence of work in a clinic setting with multiple inputs (in person - telephone - instant message communications) that need timely and professional resolutionEvidence of specific computer scheduling programs or software utilized in a clinic or hospitalIn addition to 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 positionAnd Demonstrated Knowledge - Skills - and Abilities (KSA): In addition to the experience above - the candidate must demonstrate all of the following KSAs: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.gmedical 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 metAbility to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulationsAbility to communicate tactfully and effectively - electronically - by phone - in person - and in writing - with internal and external customersThis may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concernsAdvanced 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 careAdvanced 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 - etcAdvanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

Schedule

Monday through Friday - day shift hours - To Be Determined