The Central Alabama Veterans Health Care System (CAVHCS) is
recruiting for the position of Advanced Medical Support Assistant
(AMSA) within the Health Administration Service Call Center.
Learn more about this agency
This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open
until July 08, 2021. The initial cut-off date for referral of
eligible applications will be January 29th, 2021, with subsequent
cut-off dates every two weeks following. Eligible applications
received after that date will be referred at regular intervals or
as additional vacancies occur on an as-needed basis until positions
Assignments at this level include, but are not limited to:
- You will be responsible for scheduling appointments, including
interpreting and verifying provider orders in accordance with VHA
national scheduling guidelines. You will be responsible for
interviewing patients for appointments; referring patients to other
medical specialty clinics; rescheduling appointments if necessary;
and, providing information to patients necessary to resolve
complaints. You will interact with both internal and external
customers; review and document medical outpatient and inpatient
electronic health records, as well as administrative records; and
coordinate information and actions related to patient care and
services. You will be responsible for complying with Call Center
Metrics. Calls are to be answered in less than 30 seconds and
abandonment rate of calls are expected to be less than 5%. You will
also be expected to complete all calls with warm transfers to
- Other duties as assigned.
Note: Incumbent will be required to attend a 15 day scheduling
course and continued employment will be contingent upon passing
Work Schedule: Mon-Friday 7:30AM to 4:00PM Position may require
occasional work beyond this schedule
Compressed/Flexible: Not Available
Telework: Available for highly qualified candidates
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
This is an open continuous announcement and we will accept
applications for this occupation on an ongoing basis; qualified
applicants will be considered as vacancies become available.
Applicants will be referred to selecting official on a continual
basis until all vacancies are filled OR until the closing date of
this announcement. Applicants need not re-apply once the
application is referred to the selecting official.
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- 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
a. Citizenship. Citizen of the United States. (Non-citizens may
be appointed when it is not possible to recruit qualified citizens
in accordance with VA Handbook 5005, Part II, Chapter 3, Section A,
b. Experience and Education.(1) 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
(2) Education. One year above high school;
(3) Experience/Education Combination. Equivalent combination of
experience and education are qualifying for entry level for which
both education and experience are acceptable.
c. Certification. None required.
d. Grandfathering Provision. All MSAs employed in VHA in this
occupation on the effective date of this qualification standard are
considered to have met all qualification requirements for the
title, series, and grade held, which are a part of the basic
requirements of the occupation. For employees who do not meet all
the basic requirements required in this standard, but who met the
qualifications applicable to the position at the time they were
appointed to it, the following provisions apply:(1) Such employees
may be reassigned, promoted, or changed to a lower grade within the
occupation.(2) Employees who are appointed on a temporary basis
prior to the effective date of the qualification standard may not
have their temporary appointment extended or be reappointed, on a
temporary or permanent basis, until they fully meet the basic
requirements of the standard.(3) If an employee who was converted
to Title 38 hybrid status under this provision leaves the
occupation, the employee loses protected status and must meet the
full VA qualification standard requirements in effect at the time
of reentry to the occupation.
e. 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.
f. Physical Requirements. See VA Directive and Handbook
g. 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.
GS-06 Advanced Medical Support Assistant: This GS-6 Advanced
Medical Support Assistant position is above the full performance
level for this job series and requires experience beyond the basic
requirement for positions in this occupation.
EXPERIENCE:One year of experience equivalent to the GS-5 grade
level that equips the candidate with the following:
- Ability to operate computerized programs and systems in order
to enter, modify, and retrieve sensitive medical and patient
identifying information (PII) into or from electronic health
records, scheduling systems, and/or reports.
- Advanced knowledge of medical terminology specific to
understand medical diagnosis and procedures sufficient to
communicate clinical staff instructions to patients.
- Ability to schedule medical appointments in a clinical
- Ability to work independently in the accomplishment of a wide
variety of duties performing patient support work.
- Ability to communicate effectively and professionally in
person, electronically, and/or by telephone, with internal and
- Skill in customer service with the ability to identify customer
concerns and refer to the appropriate staff, as necessary, to
ensure a satisfactory resolution.
Candidates must be able to demonstrate all of the knowledge,
skills and abilities 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 organizes 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.
References: See VA Handbook 5005/53, Part II, Appendix G, page
II-G45-4 & II-G45-5
This position is at the full performance level GS-6.
Physical Requirements: The work is primarily sedentary. However,
there may be some walking, standing, bending, carrying of light
items such as papers, books, small parts, etc. Light carrying
(15-44 pounds); pushing (4 hours); reaching above shoulder; use of
fingers; walking (1-4 hours); standing (1-4 hours); repeating
bending; near vision correctable at 13" to 16" to Jaeger 1 to 4;
far vision correctable in one eye to 20/20 and to 20/40 in the
other; hearing (aid permitted); mental and emotional stability
Education cannot be substituted for experience.