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Job Title: Advanced Medical Support Assistant
Company Name: Veterans Affairs, Veterans Health Administration
Location: Portland, OR
Position Type: Full Time
Post Date: 02/09/2018
Expire Date: 04/10/2018
Job Categories: Administrative and Support Services, Agriculture, Forestry, & Fishing, Customer Service and Call Center, Finance/Economics, Healthcare, Practitioner and Technician, Information Technology, Installation, Maintenance, and Repair, Military, Medical, Writing/Authoring
Job Description
Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant (MSA) in the Audiology and Speech Pathology Service, at the VA Portland Health Care System. The incumbent provides administrative support including (but not limited to): scheduling appointments, coordinating groups, checking-in patients for appointments, verifying patient eligibility status, manages patient flow, takes patient calls, timekeeping for other employees, and provides education to patients regarding general hearing aid maintenance and battery replacement. Responsible for taking phone calls on the CISCO IPCC phone systems from Veterans during the normal clinic operation schedule.


The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, 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.). Other assignments at this level include, but are not limited to: 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; may work 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 etc.

Work Schedule: M-F, 8:00am to 4:30pm
Financial Disclosure Report: Not required

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.
Preferred Experience: Audiology Scheduling, Use of IPCC phones or call center experience

Grade Determinations:
One year of experience equivalent to the next lower grade level (GS5) that demonstrates knowledge of medical terminology, ability to operate computerized systems in order to modify medical records, ability to make appointments in a clinical setting, ability to work independently in the accomplishment of a wide variety of duties, and ability to communicate effectively and professionally.

Candidates must also demonstrate the KSAs below:
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.

References: VA Handbook 5005 Part II Appendix G45
Physical Requirements: The work of an Advanced Medical Support Assistant is mostly sedentary but may involve some light lifting, sitting and periodic standing.

Participation in seasonal influenza program may be required.
Selected applicants may be required to complete an online onboarding process.

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


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, documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).

  • Cover Letter
  • DD-214
  • OF-306
  • 10-2850c
  • Other Veterans Document
  • Resume
  • SF-15
  • SF-50
  • Transcript


Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
Qualifications & Requirements
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.
Preferred Experience: Audiology Scheduling, Use of IPCC phones or call center experience

Grade Determinations:
One year of experience equivalent to the next lower grade level (GS5) that demonstrates knowledge of medical terminology, ability to operate computerized systems in order to modify medical records, ability to make appointments in a clinical setting, ability to work independently in the accomplishment of a wide variety of duties, and ability to communicate effectively and professionally.

Candidates must also demonstrate the KSAs below:
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.

References: VA Handbook 5005 Part II Appendix G45
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Contact Information
Contact Name:
Company Name: Veterans Affairs, Veterans Health Administration
Phone Number:
Fax Number:
Contact Email:traci.strong@va.gov
Website:http://www.ecentralmetrics.com/url/?u=24959556238%2D40&r=http%3A%2F%2Fwww%2Evacareers%2Eva%2Egov%2Fjob%2Dsearch%2Fjob%2Ddetail%2Easp%3Fjob%3D310886
Company Description:

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