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Advanced Medical Support Assistant - Lexington, KY #7724915

Company: Department of Veterans Affairs

Date: 11/22/2020

City: Lexington, KY

Employment type: Full-time

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This announcement is for an Advanced Medical Support Assistant (AMSA), at the full performance level, in Telephone Care. Duties include activties related to intake, receipt, and indexing of health and administrative information. Also, computer work in applications including numerous VistA systems. This is a complex role requiring a global understanding of facility policies and procedures.

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The Telephone Care Clerk serves Patient Care Services in Primary Care, Outpatient Clinics. The AMSA role is both clinical and administrative, providing fast, responsive assistance for our Veterans. This position's goal is to provide timely and appropriate telephone referral and or problem resolution acting as a liaison between patients, staff and management.

Duties include but are not limited to:

  • Works collaboratively in an interdisciplinary coordinated care delivery environment (i.e., patient aligned care team, or other specialty care).
  • Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies.
  • Sets priorities and deadlines; adjusting the flow and sequencing of work to meet patient and team needs.
  • Utilization of electronic medical records.
  • Providing input in problem solving on operational issues/procedures and conducting follow-up actions, reporting results and collaborating efforts with the team.
  • Considers costs and efficiency, conducts research for factual information, seeks clarification and nature of situations.
  • Employs exceptional communication skill when addressing concerns of Veterans who may be sick, confused, concerned, skeptical, uncooperative, unreceptive, and/or hostile. Requiring tact and diplomacy with each contact.
  • Monitors the Telephone Care Program activity, reporting any sub-standard concerns.
  • Attends multidisciplinary program meetings concerning the Telephone Care Program planning and development.
  • Possesses a comprehensive knowledge of all medical administrative programs with-in the Outpatient Clinics:
  • VA Regulation/Manuals/Directives/Policies
  • Eligibility of benefits: Medications/Supplies/Dental Treatment/Glasses/Hearing Aids/Prosthetics/Fee Basis Programs/ Nursing Home Care

  • Analyzing and responding to urgent/emergent calls, with high degree of judgement and discernment notifies any service and staff as appropriate.
  • Supervisory Controls include reporting backlogs, difficulty in meeting deadlines, uncooperative staff.
  • Takes initiative in carrying out recurring assignments and refers deviations, problems, and unfamiliar situations to the supervisor.

Work Schedule: Monday through Friday,

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

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  • 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


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:

  • To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

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 or other 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.
  • 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).

Grade Determinations: GS-06

In addition to the basic requirements above, applicants must meet the following experience:

Experience. One year of experience equivalent to the next lower grade level (GS-5). Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; 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; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

Demonstrated Knowledge, Skills, and Abilities. In addition to the basic requirements above, Candidates must demonstrate all of the KSAs below:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.

  3. Advanced knowledge of the technical health care process as it relates to access to care

  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

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

References: VA Handbook 5005/53, Part II, Appendix G-45

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).

Preferred Experience: Experience as a Medical Support Assistant for Telephone Care or equivalent.

Physical Requirements: See VA Directive and Handbook 5019.

Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: 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:

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