Advanced Medical Support Assistant

Summary The Castle Point Campus of VA Hudson Valley Health Care System is recruiting an Advanced Medical Support Assistant for an intermittent position. This role is above the full performance level and requires providing health care service delivery in an inpatient and outpatient setting, advising clinical staff on administrative processes and handling front-office duties. Responsibilities The Advanced Medical Support Assistant independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting at the Castle Point Campus of VA Hudson Valley Health Care System. The incumbent works collaboratively within an interdisciplinary care team, providing specialized and expert administrative support to ensure efficient clinic operations and continuity of patient care. Major Duties, include but are not limited to: Independently performs a full range of duties related to the delivery of health care services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. Answers phones, greets patients, and relays messages to appropriate staff inside or outside the unit. Schedules, cancels, and reschedules patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Enters no-show information and monitors appointment requests from multiple electronic sources. Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic. Monitors both inpatient and outpatient appointments in areas of responsibility. Verifies and updates demographics and insurance information when patients check in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals Determines appointment type based on the patient's eligibility status (e.g., TRICARE, sharing agreements, collaterals, research patients, VA employees). Assists with communications during inpatient-to-outpatient discharge. Communicates with non-VA medical facilities as needed. Facilitates/processes secure messaging with the patient and care team. Notifies patients of normal lab results. Develops and manages a tracking system for follow-up care, such as consults and tests. Monitors pre-appointment requirements to ensure readiness for patient visits (e.g., X-ray, labwork). Evaluates patient information and clinic schedule lists to determine vested status. Educates providers about shared patients (those receiving care at multiple VA facilities or in the community). Utilizes multiple computer applications to perform the above duties. Provides rotational coverage as assigned between the Montrose and Castle Point campuses. Other duties as assigned. Total Rewards of a Allied Health Professional Work Schedule: Intermittent, 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not authorized. Permanent Change of Station (Relocation Assistance): Not authorized. Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 12447F Permanent Change of Station (PCS): 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. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation/examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience. None Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Licensure/Certification/Registration. None Grandfathering Provision. 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 Determinations: In addition to the basic requirements, candidates must meet the following grade-determining criteria for placement at the grade level specified. Medical Support Assistant (Advanced), GS-06: Experience. One year of creditable experience equivalent to the next lower grade, GS-05. GS-05, Creditable Experience: Independently performs a full range of health care service delivery duties in inpatient or outpatient settings, advising clinical staff on administrative processes. Answers phones, greets patients, relays messages, and schedules, cancels, and reschedules appointments and consults while interpreting and verifying provider orders. Tracks no shows, monitors appointment requests, participates in clinic huddles, monitors inpatient and outpatient appointments, verifies patient demographics and insurance at check in, coordinates facility transfers, and determines appointment type based on eligibility status (e.g., TRICARE, sharing agreements, collaterals, research patients, VA employees). AND, Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: 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. 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. Preferred Experience: One year of customer service experience, and proficiency in using computer equipment and standard office software. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. This vacancy is above the full performance level and will be selected at the GS-06 grade. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.