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Advanced Medical Support Assistant

Company: Department of Veterans Affairs
Location: Farmington
Posted on: June 4, 2021

Job Description:

  • Duties




The New Mexico VA Health Care System is seeking highly energetic candidates to fill multiple Medical Support Assistant vacancies throughout the facility and its Community Based Outpatient Clinics (CBOCs). Ideal candidates resumes will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments.

Learn more about this agency


Positions are located within various services and supported catchment areas. MSAs interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the New Mexico VA Health Care System MSA Interview panel no later than 5/11/2021. Candidates should expect to be contacted for interviews during the week of 5/11/2021-5/18/2021 and be flexible as multiple interviews will be taking place.

Selected candidates should plan to report to New Mexico VA Health Care System for fingerprinting and a Physical evaluation during the week of 5/19/2021-5/28/2021 In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

Specialty areas being recruited may include some of the following:

Physical Medicine and Rehabilitation Service. Made up of multiple sub-specialty areas including Audiology, Speech Language Pathology, Occupational Therapy, Physical Therapy, Recreation Therapy, Blind Rehabilitation, Low Vision, Physical Medicine, Alternative Medicine, Polytrauma and the Interdisciplinary Pain Rehabilitation Program (IPRP).

Dental. Dental PACT that provides comprehensive dental care to qualified individuals, coordinate care of patient with internal clinics, community care and external vendors. Review CPRS, incoming faxes requesting additional treatment services and completed care, review Secure Messaging for distribution to the correct primary dentist, review incoming consults to the service for distribution to the primary dentist, clinic closures, scheduling/re-scheduling or patient appointments; answering and directing phone calls within the service.

Health Admin. Services (HAS) - 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.

Community Care - Staff assist Veterans by coordinating and authorizing care for; working closely with our community partners that provide needed care that we are unable to perform within our facility. We facilitate the appointment process by acting as a liaison between the Veterans we serve, a third-party administrator, and community healthcare facilities. Community Care utilizes specialized software to help with the authorization and the scheduling process. Computer literacy and customer service skills are paramount to success within Community Care.

Typical duties include but are not limited to:

  • Scheduling, canceling, re-scheduling patient's appointments and/or consults
  • Entering no-show information
  • Monitoring electronic wait lists
  • Preparing for clinic visits
  • Establishing and maintaining medical outpatient and inpatient charts as well as administrative records
  • Monitoring both inpatient and outpatient appointments for areas of responsibility
  • Obtaining medical information from patients
  • Coordinating information and actions related to patient care and services
  • Ensuring encounter forms are completed in order to obtain appropriate workload credit
  • Verifying and updating demographics and insurance information
  • Processing all emergency and non-emergency transfers to other VA facilities or private hospitals
  • Other duties as assigned

Work Schedule: Multiple work schedules may be available (Subject to change based on needs of agency)

Telework Eligible: May be Approved/Not Approved

Virtual: This is not a virtual

Compressed work Schedule: May be Approved/Not Approved

Recruitment/Relocation Incentives: Not authorized.

Financial Disclosure Report: Not required

Please Note: This announcement will close after the first 100 applicants are received or on the closing date of the announcement, whichever comes first.

The salary range listed on this announcement only reflects the General Schedule incorporating Rest of U.S. basic pay. Upon selection, the salary will be adjusted to include the locality adjustment for the specific location.

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

  • Requirements



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process


Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.

Eligible candidates will be interviewed and must meet a minimum score to be considered for current and/or future vacancies as they occur. Those candidates that meet the interview scoring requirements may be selected and placed into any current available vacancies in any service line. If there are no vacancies candidates will be entered into a pool of future hires and placed as vacancies become available.

Basic Requirements:

  • Citizenship. Citizen of the United States.
  • 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.
  • Experience and Education:
  • 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.

Grade Determination:

GS-6: One year of experience equivalent to the next lower grade level (GS-5) grade level.

Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the KSAs below:

  1. 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.

  2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  3. 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.

4.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.

  1. 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.

  2. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Assignment. The Advanced MSA 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 multiple clinics, specialties, and/or care in the community resources. 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 interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Other assignments at this level include, but are not limited to: 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; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; 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 team members about shared patients ([i.e., those who receive their care at multiple VA centers 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.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.

Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.


There is no educational substitution at this level.

Keywords: Department of Veterans Affairs, Farmington , Advanced Medical Support Assistant, Other , Farmington, New Mexico

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