We are accepting resumes for the AMSA occupation on an ongoing
basis; qualified applicants will be considered as vacancies become
available. The incumbent will work at the VA Ann Arbor Healthcare
System until the Brighton, MI CBOC is completed and open.
Learn more about this agency
The Advanced Medical Support Assistant (AMSA) performs various
administrative functions in the Medicine, Primary Care, Surgery
Service, and the Physical Medicine and Rehabilitation Service
Lines. The positions are located in fast paced environments that
require candidate to have excellent customer service skills,
critical thinking skills, and the ability to say calm when working
under pressure.The AMSA will interface with personal computer (PC)
applications as well as numerous Veterans Affairs applications.
AMSA's are primarily assigned to work the administrative work week,
Monday through Friday. However, the position may require
cross-coverage to evenings, weekends and holidays.The duties
assigned at this level include, but are not limited to:
- Scheduling, canceling, re-scheduling patient's appointments
- Entering no-show information
- Preparing for clinic visits
- Outpatient appointments for areas of responsibility
- Verifying and updating demographics and insurance
The AMSA must be customer oriented and conduct themselves in a
professional, courteous and friendly manner at all times.
Work Schedule: Monday - Friday 8:00am - 4:30pm Maybe required to
work some evenings and weekends.
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after
- You may be required to serve a probationary period
- Subject to a background/security investigation
- Must be proficient in written and spoken English
- Selected applicants will be required to complete an online
The following are requirements for appointment as a Advanced
Medical Support Assistant (AMSA) in the Veterans Health
Administration (VHA). These requirements apply to all VHA AMSAs in
the General Schedule (GS)-679 series.
a. Citizenship: Citizen of the United States.
b. Experience and/or Education
(1) 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;
(2) Education. One year above high school; or
(3) Experience/Education Combination. Equivalent combination of
experience and education are qualifying for entry level for which
both education and experience are acceptable.
c. English Language Proficiency. MSAs must be proficient in
spoken and written English in accordance with VA Handbook 5005.
Preferred Experience: Ability to collaborate, communicate, set
priorities, and organize the work in order to meet deadlines,
ensuring compliance with established processes, policies, and
a. Creditable Experience
(1) 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.
(2) 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.
(3) Part-Time Experience. Part-time experience as a MSA is
creditable according to its relationship to the full-time workweek.
For example, a MSA employed 20 hours a week, or on a 1/2-time
basis, would receive 1 full-time workweek of credit for each 2
weeks of service.
b. Grade Determinations. The following criteria must be met when
determining the grade of candidates.
GS-6 Advanced MSA
(a) Experience. One year of experience equivalent to the next
lower grade level.
(b) Assignment. The Advanced MSA works collaboratively in an
interdisciplinary coordinated care delivery model (i.e., patient
aligned care team, or other specialty care setting where the
patient aligned care team model is used such as oncology, HIV, SCI,
Military Sexual Trauma, etc.). The Advanced MSA coordinates with
the patient care team to review the clinic utilization by using
various reports (e.g., Clinic Utilization Statistical Summary),
ensure that the clinic setup is closely monitored to effectively
support the needs of the clinic, and make any necessary
adjustments. They develop/maintain effective and efficient
communication with the patient, interdisciplinary team, VA medical
centers, and other agencies (e.g., assist with communications
during the inpatient to outpatient discharge; communicate with
non-VA medical facilities; facilitate/process secure messaging with
the patient and team; notify patients of normal lab results;
develop and manage a tracking system for follow up care such as
consults, tests, etc.). Other assignments at this level include,
but are not limited to: 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; 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 VAs or those who have care in the community) and
bringing to the attention of the provider. 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.
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates
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.
GS-5 MSA (Full Performance Level)
(a) Assignment. This is the full performance level for MSAs. At
this level, the MSA performs a full range of duties. The MSA is
responsible for scheduling appointments, including interpreting and
verifying provider orders in accordance with VHA national
scheduling guidelines. Assignments at this level include, but are
not limited to: scheduling, canceling, re-scheduling patient's
appointments and/or consults; entering no-show information;
monitoring the electronic wait list; preparing for clinic visits;
monitoring both inpatient and outpatient appointments for areas of
responsibility; ensuring encounter forms are completed in order to
obtain appropriate workload credit; verifying and updating
demographics and insurance information; processing all emergency
and non-emergency transfers to other VA facilities or private
hospitals; performing basic eligibility, co-pays and pre
authorization requirements for specific coverage (i.e., TRICARE,
sharing agreements, etc.).
(b) Demonstrated Knowledge, Skills, and Abilities. Candidates
must demonstrate the KSAs below:
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
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
Ability to communicate effectively and professionally with
employees at varying grade levels.
- Ability to identify customer's concerns, perform the tasks
required to resolve the issue accurately and timely, and follow-up
as necessary to ensure a satisfactory resolution.
References: VA Handbook 5005/53, Part II, Appendix G45 dated
June 7, 2012. This can be found in the local Human Resources
IMPORTANT: A transcript must be submitted with your application
if you are basing all or part of your qualifications on
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.
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