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Medical Support Assistant (Advanced)
Veterans Health Administration · Posted 3 days ago
Hybrid San Antonio, TX $50K – $65K Apply by Jun 9, 2026 Medical Support Assistance ISFJISTJ Customer SuccessHealthcare
Apply for this job → About the Role
The Advanced Medical Support Assistant (AMSA) in the South Texas Veterans Healthcare System Contact Center (CCC) is part of an interprofessional healthcare team. AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The AMSA is responsible for routing clinical questions to appropriate clinical staff, and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
What You'll Do
- →VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Duties may include but are not limited to: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional 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 multiple clinics, specialties, and/or care in the community resources.
- →Works collaboratively with STVHCS programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- →The AMSA is responsible for answering telephones, secure messages, and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the STVHCS CC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- →Recommends changes to existing clinic procedures based on current administrative guidelines.
- →Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.
- →AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
- →Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA sites or those who receive care in the community.
- →For all assignments above the full performance level, the higher- level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
- →Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the STVHCS CC or directs the contact to the appropriate discipline within the STVHCS or department for resolution.
- →Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
- →Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
- →Other related duties may be assigned.
- →Work Schedule: Monday - Friday, 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.
Requirements
- ✓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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Physical Examination: May be required, depending on the needs of the organization.
- ✓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.
Personality Fit
Job ID: 8e87d1b7-c05f-430b-b6a0-539487baa535
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