Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Fresno, California

Job Overview

Job Overview

Vacancy Identification Number (VIN): 1987279

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

As a VA professional, your opportunities are endless. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to 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.**

This announcement is open to current, permanent VA Central CA Health Care System (VACCHCS) employees only. NOTE: Fee Basis, WOC, Contract, Volunteer, Resident/Trainee, and Temporary personnel are not eligible to apply.


*This Advanced Medical Support Assistant (MSA) position is in the Medicine Service Subspecialty Patient Aligned Care Team (PACT) at the VA Central California Healthcare System (VACCHS), Fresno, CA. * The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Major duties include, but are not limited to:

  • Assist with clinic access contingency plans by adjusting appointment schedules for one or more outpatient clinics.

  • Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

  • Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

  • Explains procedures to veterans and their family members in person and on the phone in a caring, compassionate and sensitive manner.

  • Daily review of active/pending consults, EWL, Recall list, and Audiocare communications for accuracy and disposition.

  • Coordinates administrative services for veterans, family members, caregivers, general public, administrative and clinical staff to ensure continuity of inpatient/outpatient care.

  • When records are received, ensure that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning.

  • Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.

  • Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor.

Work schedule: Full-time, Monday through Friday, 8:00AM to 4:30PM

Fair Labor Standards Act (FLSA) Status:Non-exempt (covered)

Bargaining Unit Position: Yes

Position Title / Functional Statement#: Advanced Medical Support Assistant/FS# 02439A

Supervisory Status


Promotion Potential


Travel Required
  • Not Required
Relocation Authorized
  • No
Who May Apply
This job is open to…

Current, permanent VA Central CA Healthcare System employees only.

Questions? This job is open to 1 group.

Job Requirements

Job Requirements
Key Requirements
  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be a current, permanent VACCHCS employee.

Basic Requirements:

  • U.S. Citizenship. Non-Citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Proficient in spoken and written English in accordance with VA Handbook 5005, part II, section A, paragraph 3j.

Grade Determinations GS-6 Requirements:

One (1) year of experience equivalent to the next lower grade level (GS-5). Examples of qualifying experience include (this experience must be clearly detailed on your resume to be found qualified): scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; 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 preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

Candidates must also demonstrate the knowledge, skills and abilities listed below to qualify for this position:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  2. 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.

  3. Advanced knowledge of the technical health care process as it relates to access to care.

  4. 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.

  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually worked. Your resume/application form MUST include the following: grade level for each position held (if applicable), the to/from month and year for each position held, and the number of work hours per week, (i.e., GS-7, 03/09-06/11 (or Present), 40 hrs/week).

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.

References: VA Handbook 5005, Part II, Appendix G45. This can be found in the local Human Resources Office.

Note: Education cannot be used to qualify for the GS-6 grade level. All applicants must meet the specialized experience and KSAs listed above.

Physical Requirements:Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas of the clinic. Duties are performed in medical center areas and incumbent must be able to travel to treatment areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). Transporting patients in both wheelchair's and on stretchers. The incumbent is expected to use proper preventive ergonomic techniques to perform duties.

Work Environment: The work is performed in treatment settings of a medical center, involving everyday risks or discomforts. It requires normal safety precautions typical of this environment. Although the employee works in a health care facility where the potential for exposure to contagious diseases and carcinogenic materials exists, the risk of exposure is minimal during the proper execution of tasks required in this position. There is adequate light, heat and ventilation in work areas.

Security Clearance


Additional Information

Additional Information
What To Expect Next

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

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. VA may offer newly-appointed Federal employees credit for their active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

Other Information

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

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

This position is in the Excepted Service and does not confer competitive status.

This job originated on For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.

Open & closing dates: 2017-07-14 to 2017-08-04

Salary: $36,611 to $47,598 / per year

Pay scale & grade: GS 06

Series: 0679 Medical Support Assistance

Appointment type: Agency Employees Only

Work schedule: Full Time

Job announcement number: NP-17-TAL-1987279-BU

Control number: 474478100