The Advanced Medical Support Assistant (AMSA) for the Care in the Community (CITC) department of Health Care and Business operations is responsible for administrative and clerical support in the application of Non-VA related services provided by the Maryland VA Health Care System.
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Duties of the AMSA for CITC include and are not limited to:

Functions as an expert authority for all tasks associated with Community Care; provides technical support to professional staff and other medical center employees, advising staff on appropriate administrative procedures to follow.

Works collaboratively with staff at the Medical Center, contract Vendors, Medical Center Affiliates and community health care providers to coordinate veteran Non VA care activities; assists with coordination of records between medical center and NVCC providers and return of outside records to the CPRS/VISTA imaging system to process results to VA Provider.

Explains VA's mandate to collect insurance information to veterans, their families, and other eligible patients; collects, scans, and updates health insurance information serving major role in revenue process; contributes to the revenue collection process by identifying patients with third party insurance.

Must be able to interpret and communicate requirements of VHA scheduling directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:

  • Schedule appointment with Non VA Care providers and monitor the Electronic Waiting List accurately in a timely manner as well as the Veterans Choice List. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination.
  • Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
  • Daily review of active/pending consults, Electronic Wait List (EWL), Veteran Choice List (VCL), and previous appointments for disposition.
    The CITC team also manages the flow of information between VA, Contract Vendor, and Non VA providers under the Veteran Access Choice and Accountability Act of 2014 (VACAA) in addition to the following:
  • Retrieves the Veteran Choice Program list and scrubs for eligibility requirements.
  • Uploads identified clinical documentation to the Third Party Administrator (TPA) communication portal to initiate outside care.
  • Mails out the Veterans Choice Program qualification letters and appointment reminder notifications to Veterans.
  • Communicates daily with the Third Party Administrator in regards to the Veteran's scheduling, eligibility, and follow up.
  • Retrieves clinical documentation in regards to the Veteran's episode of care form and scans it as part of the Veteran's permanent record in CPRS.
  • Works in a collaborated effort with the RN's and administrators to facilitate seamless process.

Must screen/receive phone calls in a courteous and timely manner, determining to the nature of requests and provide the information desired using privacy rules and established clinic processes.

All other duties as assigned and outlined in functional statement.

Work Schedule: Monday through Friday, 8:00 AM to 4:30 PM
Financial Disclosure Report: Not required

Travel Required

Occasional travel – May be required to travel to other VAMHCS sites for training

Supervisory status

Promotion Potential


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 12/31/1959
  • 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 onboarding process


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.

    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 3j.
    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: GS-6

    Specialized Experience: One year of experience equivalent to the GS-5 grade level.

    Demonstrated Knowledge, Skills, and Abilities (KSAs): 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.

References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard

This position is above the full performance level.

Physical Requirements: The work of this positions is primarily sedentary performed in an office setting.


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http: www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

Additional information

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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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.

This job opportunity announcement may be used to fill additional vacancies.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

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.

If you are unable to apply online view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, 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.

Background checks and security clearance

Security clearance

Drug test required

Position sensitivity and risk
Non-sensitive (NS)/Low Risk

Trust determination process

Required Documents

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

  • Completed 2850c (the link to find this form can be found on the Job Announcement under "Required Documents")
  • Resume

VA Form 10-2850c Application for Associated Health Occupations can be found at: http: www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search .

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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.

  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (Schedule A)
  • Disability Letter (VA)
  • Completed 2850c (the link to find this form can be found on the Job Announcement under "Required Documents")
  • Performance Appraisal
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript

Veterans' Preference: The Medical Support Assistant, Job Series 0679, is on the FY 2020 VHA Staffing Shortage Occupation list. 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the FY to hybrid title 38 occupations reported among the occupations with the largest staffing shortages.

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.

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