The incumbent serves as an Advanced Medical Support Assistant (AMSA) for the Daytime Clinical Contact Center in Primary Care at the Greenwood, VA CBOC. The AMSA will provide support across multiple ancillary and interprofessional clinics to facilitate the needs of the Veteran/caregiver. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties at this level include, but are not limited to: Operates using computerized interfaces and telecommunications to receive and respond to a fast-paced and high volume of incoming contacts in a call center setting.
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 VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans. Schedules appointments in accordance with VHA national scheduling guidelines.
Simultaneously utilizes numerous advanced patient systems in support of multiple clinics to support coordinated care. Establishes and maintains effective and efficient communication with the patients, interprofessional care delivery teams, VA medical centers, and other agencies.
Provides information and resolution to Veterans' requests within scope; uses administrative judgment to escalate symptomatic concerns to appropriate discipline within the CCC or department for resolution. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers.
Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints at the lowest level or escalates to leadership as appropriate. Work Schedule: 8:00am - 4:30pm (EST), Monday - Friday Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 40925F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no substitution of education for experience at this grade level. Documentation Requirements for Proof of High School Completion or higherIf using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.
If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)
Zoie.dalton@va.gov · (618) 294-1243
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $50161 – $63536/yr.
Applications close on 2026-10-16.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-15 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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