Advanced Medical Support Assistant

Summary

PLEASE READ THE COMPLETE ANNOUNCEMENT TO ENSURE YOU UNDERSTAND THE QUALIFICATIONS, SUBMIT A COMPLETE APPLICATION PACKET & CHOOSE YOUR DESIRED SHIFT(S) & LOCATION(S) TO BE CONSIDERED. This is announcement will be used to fill multiple vacancies that become available in various service lines over the next 90 days. There may not be current vacancies at all locations when you apply. However, eligible applicants will be referred as needed when vacancies become available in any service line.

Duties

• Applicant's note: This announcement is being used to fill various vacancies throughout the Miami VA Healthcare System. Selections will be made from various service lines/departments as vacancies become available. When applying for this position, you must select which shift(s) you are available for & wish to be considered, as well as what duty location(s) you wish to be considered. You may select more than one shift and more than one duty location. But you will only be considered for the shift(s) and location(s) you select when you apply under this announcement. You may be selected for any available AMSA position with any service line/section/supervisor at the Miami VA over the next 90 days. The Advanced Medical Support Assistant is responsible for performing a variety of administrative and technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care to Veterans. AMSAs perform work related to the care & treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff, ancillary support services, etc. AMSAs are considered chief sources of patient care and patient flow information, and must provide excellent customer service. Duties and responsibilities include but are not limited to: Working collaboratively in an interdisciplinary coordinated care delivery model & serving as the initial point of contact for the units, clinics, patient, call center, etc. Performing specialized & expert administrative patient support using sound judgement of clinical flow processes relating to access to care across multiple clinics, specialties and/or care in community resources Utilizing numerous advanced patient systems in support of multiple clinics Coordinating with the patient care team to review clinic appointment availability to ensure clinic schedules are closely monitored to effectively support organizational needs & making adjustments as necessary Developing/Maintaining effective and efficient communication with the patients, 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.). 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; working 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. 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. Being flexible to be pulled to work in any unit/ward due to staffing levels & workspace needs. Other related duties as assigned. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo SALARY NOTE: The salary range in this announcement covers various geographical areas from Monroe County, Miami-Dade County & Broward County. The actual starting salary will be offered to you upon selection. The 2026 starting salary at a GS-6 step 1 for Monroe County is $52,391 & for Miami-Dade & Broward Counties is $55,394. Work Schedule : Various shifts available that may include working weekends, nights and/or some holidays. Available shifts will be discussed during your interview/selection process. 1st shift : Includes daytime hours (shifts typically start around 6-9 am) 2nd Shift: Incudes afternoon hours (shifts typically start around 12-4 pm) 3rd Shift: Includes evening hours (shifts typically start around 9 pm - 12 am) Rotating Shifts: Includes various shifts that may include evenings and/or weekend hours (Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).

Qualifications

Basic Requirements: All applicants must meet the following basic qualifications. United States Citizenship: Must be a US Citizen. Education: Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof of this with your application (such as a copy of your diploma/GED, high school transcripts, etc.). English Language Proficiency: In accordance with 38 U.S.C. 7402(f) and 7407(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-6 AMSA grade level. GS-6 (Advanced MSA) Experience. Must have at least 1 year of experience equivalent to the GS-5 grade level. Examples of this includes, but is not limited to: independently performing duties related to the delivery of health care services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; interpreting and verifying provider orders; scheduling, canceling & re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic; verifying and updating demographics & insurance information when patients check-in for appointments; coordinating administrative functions related to emergency & non-emergency transfers to other VA facilities or private hospitals & determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.); etc. In addition to the experience above, you must also demonstrate the following Knowledge, Skills & Abilities (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. While we no longer require essay-style responses to our KSAs be submitted with your application, you must be able to demonstrate that you possess the KSAs that are necessary to successfully perform the work of the position. Please ensure your resume/CV/application contains sufficient information to support the level of experience/education/training you possess; otherwise, we will not be able to award you credit for the experience & qualifications that you claim. NOTE: Grandfathering Provision - All persons currently employed in VHA in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. Preferred Experience- These preferences are highly desired: Outstanding customer service skills & the ability to work in a team environment. Computer skills & using various automated systems needed. Working independently with minimum supervision & to prioritize tasks. Working under pressure & with individuals with various socioeconomic backgrounds in a courteous, tactful & professional manner to complete tasks & assist Veteran patients & their families. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6. Physical Requirements: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and may be some stooping, standing & walking. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Requirements

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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. 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.

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/. To assist you obtain proof of education/transcripts, many schools are listed on the National Student Clearinghouse website (& may assist you if you are unable to locate this quickly).

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13064183. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 09/21/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.