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 3.j. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Education: One year above high school (transcript required) OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Preferred Experience: Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members and employees. Experience in medical terminology Experience in scheduling package for VA Knowledge of HIPPA, Release of Information and other applicable privacy laws/regulations. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Experience in Patient Aligned Care Team (PACT) roles and responsibilities. Grade Determinations: Advanced Medical Support Assistant GS-06 Experience: One year of experience equivalent to the GS-5 grade level. Examples of equivalent experience include but are not limited to: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advises clinical staff on current administrative processes; responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; preparing the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection; receives all consults and refers consults to provider for scheduling instructions. Also responsible for receiving emails from Human Resources (HR) requesting appointments for applicants or transferring employees, scheduling/rescheduling appointments, entering labs and responding to HR with necessary information to facilitate and empower the onboarding process. Demonstrated Knowledge Skills, and Abilities. In addition to the above stated experience, applicants must demonstrate all of the KSAs below. a. 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. b. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. c. 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. d. 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. e. 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. f. 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 dated August 1, 2019.The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work is sedentary. However, there may be some walking, standing, bending, carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.