CUSTOMER SERVICE REQUIREMENTS

Must have at least one year of customer service experience in a position that required daily direct customer interactions. Meets the needs of the Veteran customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately: Treats veterans with dignity, courtesy and respect in keeping with the principles and practices of veteran-centered care. Communicates with all internal and external customers in a courteous, positive, open, honest, treats all with dignity and respect Resolves all issues and carries them through to completion in a timely manner as appropriate to the situation. Exercises good judgment, tact and skill in communication and interpersonal relations.

QUALIFICATIONS

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.

BASIC REQUIREMENTS:

• 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, paragraph 3.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.
• Experience: Six (6) 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, OR;
• Education: One (1) 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. (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 and meet the criteria).

GRADE REQUIREMENTS:

Creditable 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.
GS-6 Grade Determinations: In addition to the Basic Requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates for Advanced Medical Support Assistant GS-6:
A. Experience: One (1) year of experience equivalent to the GS-5 grade level. The specialized experience for this position includes the following, but not limited to:
Specialized Experience - In an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care. Works at a teaching hospital affiliated with the University of California, Los Angeles (UCLA) Medical Center and Cedars Sinai Medical Center at the U. S. Department of Veterans Affairs (VA) Greater Los Angeles Healthcare System, Los Angeles CA.

IMPORTANT: Education CANNOT be substituted for the one year of specialized experience that is required. Demonstrated Knowledge, Skills, and Abilities. (Candidates must demonstrate all of the KSAs below):

• 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 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.

C. Assignment:
The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).
The Full Performance Level of this Vacancy is GS-6.
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 and meet the criteria).
Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g., carrying light items such as books and papers or lifting stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable.
References: See VA Handbook 5005/117 Part II, Appendix G45, page II-G45-10, para. 4(b)(4). For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

EDUCATION

IMPORTANT: There is NO EDUCATION SUBSTITUTION at the GS- 06 level. Must have the Specialized Experience.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. YOUR APPLICATION, RESUME, C.V., AND/OR SUPPORTING DOCUMENTATION WILL BE VERIFIED. PLEASE FOLLOW ALL INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT CONSIDERATION FOR EMPLOYMENT.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate’s abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

• Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Receiving Service Credit or 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies.

To apply for this position, you must provide a complete Application Package which includes:

• Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), etc.

• DD-214/ Statement of Service
• Disability Letter (VA)
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Veterans’ Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 “Application for 10 Point Veteran Preference” with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans’ Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans’ Preference.
Veterans’ preference does not apply for internal or other current permanent Federal agency employees.

IF YOU ARE RELYING ON YOUR EDUCATION TO MEET QUALIFICATION REQUIREMENTS:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/17/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12761414.

• To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
• Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

IF YOU ARE RELYING ON YOUR EDUCATION TO MEET QUALIFICATION REQUIREMENTS:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Help

This series includes work that requires a practical knowledge of:

• Computerized data entry, information processing systems and software related to patient care, the healthcare system’s organization and services
• Basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.
• The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care.
• Evaluating patient information and clinic schedule lists to determine whether patient is vested
• Educating providers about shared patients (those who receive their care at multiple VA’s or those who have care in the community) and bringing to the attention of the provider

DUTIES

The Advanced Medical Support Assistant (AMSA) will interface with personal computer (PC) applications as well as numerous VISTA applicants, Duties may be performed in Outpatient Clinic. The work includes functions such as serving as an initial point of contact for the outpatient clinics.

Major duties include, but are not limited to:

• Serving as an initial point of contact for the outpatient clinics, to include, but not limited to:
• Scheduling patient appointments
• Tracking, reviewing
• Responding to electronic orders
• Consults, and other elements in the electronic medical record and medical systems.
• Participating in team huddles and team meetings to manage and plan patient care;
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
• May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record;
• Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work)
• Managing electronic wait list to verify and validate accuracy and resolve issues
• Participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions
• Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care

This series includes work that requires a practical knowledge of:

• Computerized data entry, information processing systems and software related to patient care, the healthcare system’s organization and services
• Basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.
• The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care.
• Evaluating patient information and clinic schedule lists to determine whether patient is vested
• Educating providers about shared patients (those who receive their care at multiple VA’s or those who have care in the community) and bringing to the attention of the provider.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), etc.

• DD-214/ Statement of Service
• Disability Letter (VA)
• Resume
• SF-50/ Notification of Personnel Action
• Transcrip

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/17/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12761414.

• To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
• Click Submit My Answers to submit your application package

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50’s (current/former Federal employees), etc.

• DD-214/ Statement of Service
• Disability Letter (VA)
• Resume
• SF-50/ Notification of Personnel Action
• Transcrip