Medical Support Assistant (Advanced)

Major duties include, but are not limited to the following: Provides specialized and expert administrative Veteran support while working collaboratively in an interdisciplinary collaborative care delivery model. Works closely with clinical personnel to ensure Veterans receive timely referred and scheduled care in their local community. It involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across all disciplines and specialties through CC. Recommends changes to existing clinic procedures based on current administrative guidelines. Coordinates Veteran appointments through community vendors utilizing guidance and direction from the Veteran's care team to ensure appointments are scheduled accurately, efficiently, and within the clinical needs requested by the provider. Develop and maintain effective and efficient communication with but not limited to, the Veteran, Veteran representatives, and other agencies. Other assignments at this level include, but are not limited to: processing incoming Veteran messages through secure messaging and care requests through my healthy vet, and coordinating with the care team as appropriate; participating in team huddles and team meetings to manage, plan problem solve, and follow up with Veteran care by sharing information and collaborating with interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet the team and Veteran needs; enters appropriate information into the electronic medical record; manages Veteran systems to verify and validate the accuracy and resolve issues; evaluates and triages scheduling to meet recommendations by the clinician in regards to the urgency of the referrals. Ensures the integrity of various databases and data used in the management of administrative and customer service within the department. Understands and appropriately utilizes the administrative support packages. All appointments will be made with the Veteran's input, either in person, over the phone, or through written communication. Responsible for assignments to include but are not limited to; scheduling/rescheduling, canceling Veteran consults, accurately schedules the full spectrum of medical care for outpatient appointments, outpatient procedures, inpatient surgery, home care, lab tests, scheduling of whole health inhouse consults, requesting records and appropriately administrative closure of consult, imaging throughout all specialties and processes related to CC. Communicate to the Veteran any pre-appointment requirements or instructions. Clearly communicates appointment care details to the Veteran or point of contact for the Veteran. Identify and voice Veterans' concerns or needs to be recognized during communications regarding upcoming care. Communicates effectively, efficiently, and appropriately with other administrative staff, RNs, and leadership in VA CC to ensure accurate and timely processing of consults and incoming workload. Assignments include but are not limited to; scheduling/rescheduling, canceling, providing reception to incoming and outgoing customers, and manual and electronic data entry. Responsible for scheduling appointments per the VA Scheduling Directive. Independently recognizes the urgency of the consults and schedules care in accordance with the Field Guidebook (FGB). Identify and communicate Veteran concerns or needs to be recognized during communications regarding upcoming CC appointments and referral processing. Utilizes consult status to support accurate records management as it moves through the approval process from CC to the Vendor. Collaborates, communicates, sets priorities, and organizes the work to assist the team in meeting deadlines and ensuring compliance with established processes, policies, and regulations. Collaborates with the VA CC RNs when a consult requires clinical guidance during the scheduling process. Communicate information between community providers and VA interdisciplinary team timely and clearly to facilitate timely access to care. Assists Veterans in rescheduling appointments in cases of missed or no-show appointments. Recognizes the importance of scheduling care in the correct sequence and timing when multiple CC appointments are necessary. Effectively coordinates this care when multiple vendors or agencies are involved. Knowledge of medical terminology due to the technical nature of language utilized by clinicians. Demonstrates the ability of the specialized health care process as it relates to access to care within the VA and within CC. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, 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. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 02/18/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12876313. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field. Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please 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 License *Highly Recommended* - Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement. Resume/CV exceeding two-pages Performance Appraisal Professional Certification Resume SF-50/ Notification of Personnel Action Transcript Veterans' preference does not apply for internal or other current permanent Federal agency employees.