Medical Support Assistant

Medical Support Assistant (Advanced)

This is an open continuous announcement which will be used to fill any Medical Support Assistant (Advanced) position that may become vacant within the Wilkes Barre VA Healthcare System for which we are hiring and can be used for up to 90 days after the announcement closes. Applicants will be referred as positions become available. This is an open continuous announcement, the first cut point will be 2/27/2025 with additional cut points every 2 weeks as needed.

Accepting applications from 02/20/2026 to 05/20/2026.

Salary: $45,409 to $59,031 per year.

Pay scale & grade: GS 6.

Location: Few vacancies in the following location: Wilkes Barre, PA.

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: Suitability/Fitness, Credentialing.

Financial disclosure: No.

Bargaining unit status: No.

Announcement number: CBSZ-12891343-26-ER.

Control number: 858255600.

This job is open to current permanent Department of Veteran Affairs employees, current permanent Federal employees of other agencies and all US Citizens. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

The Advanced Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across the Community Care interdisciplinary team model. Some of the major duties of this position include, and are not limited to:

• Answering phones, communicating and relaying messages and information to Veterans, to appropriate staff inside or outside of the VA.
• Ensuring accurate and timely scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to include changes in policies and procedures.
• Processes patient and vendor issues through Customer Relationship Manager (CRM) and coordinates with appropriate entities.
• Monitoring appointment requests from multiple electronic sources; tracking patients' appointment status in the community and maintaining spreadsheets to validate data tracking, making follow-up (post-care) calls on a daily basis, completing electronic forms for authorization of community medical care by the VA.
• Researching and maintaining an updated data base of community medical services to assist Veterans with locating medical care in the community.
• 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.).
• Recommends process improvements to existing Care in the Community procedures based on current administrative guidelines.
• Coordinates with the patient care team schedule and closely monitors to effectively support the needs of Veterans, and makes adjustments as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.
• Processes incoming patient secure messaging through MyHealthyVet, and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team;
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Enters appropriate information into the electronic record; monitors consults, pre-appointment information and/or requirements to assure appointment readiness for patient visit/procedure; ensuring transfer of medical records from and to the VAMC and other facilities, ensuring health care delivery.
• Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and determines whether the patient requires an immediate appointment; informs team members about shared patients.

Work Schedule: This will be discussed during the interview, multiple work schedules available. Work schedule will be determined upon selection. NOTE: May be expected to work evenings, rotating weekends, and/or holidays. Telework: Not Available. Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.

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. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• 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.

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. 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; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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.
• 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).

Grade Determinations: In addition to the basic requirements, you must meet the specialized experience for the grade.

Experience. One year of experience equivalent to the GS-5 grade level. Experience includes, but is not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; 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; 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.).

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: