Advanced Medical Support Assistant

Summary

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This position reports to Ancillary Services, which encompasses two departments at two campuses of the Battle Creek VA Medical Center. This position is located at the Wyoming, MI VA Clinic. The Advanced MSA provides support to Radiology and Laboratory Services. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

This job is open to

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### The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

### Federal employees \- Excepted service

Current federal employees whose agencies have their own hiring rules, pay scales and evaluation criteria.

### Internal to an agency

Current federal employees of the hiring agency that posted the job announcement.

### Clarification from the agency

U. S. Citizens Note: due to a critical staffing shortage, 38 U.S.C 7412 waives the requirement to apply Veterans preference to ALL external applicants for this job announcement. NOTE: The 2\-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Duties

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Major duties include, but are not limited to:

• Serve as the key contact for Providers, Veterans, family members, and other staff members who obtain services from Ancillary Services.
• Resolve simple complaints and refer others to the supervisor. Answer general questions pertaining to Ancillary Services such as, but not limited to, policies, appointment cancellation, hours, and availability of services.
• Answer telephone calls from internal and external customers. Provide the appropriate response to inquiries and respond to requests for appointments. Determine the source of telephone calls and handle appropriately in accordance with Service and Medical Center policies.
• Perform all scheduling actions in accordance with VA Directives, Radiology Program Office scheduling and orders management guidance, and Service procedures and policies; and instruct patients on standard preparation procedures required prior to testing (i.e., liquid intake, medications, dietary instructions, lab tests, sending case history forms, etc.). Schedule appointments in the scheduling package and the Radiology package, if applicable, avoiding conflicts with other scheduled appointments within the Service and other Medical Center services.
• Receive consults, as applicable, per policy and monitors consults for completion.
• Enter patients onto the electronic wait list (EWL) or recall reminder system as necessary. Manage the EWL and recall reminders, scheduling patients as appropriate.
• Apply the established guidelines concerning correctly and appropriately identifying and verifying all patients whether face\-to face or during telephone contact.
• Perform required procedures when a patient checks\-in for scheduled appointments, such as verify and update patient demographics and insurance information.
• Monitor all required software systems used for check\-in, appointment requests, and appointment cancellations. Process all entries as appropriate from these systems.
• Enter documentation into the medical record as appropriate following established guidelines and policies.
• Notify section personnel immediately of the arrival of patients awaiting examinations or when STAT requests are received.

Work Schedule: Monday\- Friday, 8:00am\-4:30pm

Telework: Not available

Virtual: This is not a virtual position.

Functional Statement \#: 91430\-A

Financial Disclosure Report: Not required

Requirements

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### Conditions of employment

• 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.

### Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.

* 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 position; OR,

+ (2\) Education. One year above high school; OR,

+ (3\) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

* Certification. None required.

* 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.

Creditable Experience

(1\) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non\-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non\-paid employment as an MSA or an equivalent position in a non\-VA hospital or clinic setting.

(2\) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience \[or equivalent administrative clinical support role in a non\-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher\-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

(3\) Part\-Time Experience. Part\-time experience as an MSA or equivalent administrative patient support in a non\-VA medical inpatient or outpatient setting is creditable according to its relationship to the full\-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2\-time basis, would receive one full\-time workweek of credit for each two weeks of service.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). 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.

Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:

Advanced Medical Support Assistant, GS\-6

You must possess one (1\) full year of experience equivalent to the GS\-5 grade level. This experience may include but is 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. The AMSA is 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. Assignments at this level include, but are not limited to: scheduling, canceling, re\-scheduling patient appointments and/or consults; entering no\-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check\-in for appointments. Coordinates administrative functions relating to emergency and non\-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). This experience must be clearly demonstrated in your resume.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 organize 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.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS\-06\.

Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA Is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity\-of a patient/customer complaint or concern. See VA Directive and Handbook 5019\.

### Education

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/.

### Additional information

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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full\-time, part\-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How you will be evaluated

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You will be evaluated for this job based on how well you meet the qualifications above.

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.

Required Documents

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

* Resume

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
• DD\-214/ Statement of Service
• Disability Letter (VA)
• Separation Notice (RIF)
• SF\-15
• SF\-50/ Notification of Personnel Action

+ Most recent SF\-50 if you are a current or former Federal employee.

Veterans' Preference: U. S. Citizens Note: due to a critical staffing shortage, 38 U.S.C 7412 waives the requirement to apply Veterans preference to ALL external applicants for this job announcement. Veterans' preference does not apply for internal or other current permanent Federal agency employees.

### If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

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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 02/20/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12885965\.

• 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.

### Agency contact information

Carol Phillips

Phone

765\-251\-1129

Email

carol.phillips4@va.gov

Address

Battle Creek VA Medical Center

5500 Armstrong Road

Battle Creek, MI 49037

US### Next steps

Once your online application is submitted you will receive a confirmation notification by email. 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. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. 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 USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community\-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA\-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full\- and part\-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home\-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Overview

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Accepting applications

Open \& closing dates

02/12/2026 to 02/20/2026

Salary

$52,065 to \- $67,684 per year

Pay scale \& grade

GS 6

Location

1 vacancy in the following location:

Wyoming, MI

1 vacancy

Remote job

No

Telework eligible

No

Travel Required

Not required

Relocation expenses reimbursed

No

Appointment type

Permanent

Work schedule

Full\-time

Service

Excepted

Promotion potential

None

Job family (Series)

• 0679 Medical Support Assistance

Supervisory status

No

Security clearance

Not Required

Drug test

No

Position sensitivity and risk

Non\-sensitive (NS)/Low Risk

Trust determination process

• Credentialing
• Suitability/Fitness

Financial disclosure

No

Bargaining unit status

No

Announcement number

CBSR\-12885965\-26\-CP

Control number

857469700