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 serves as part of an interprofessional healthcare team, providing support across multiple ancillary and interprofessional clinics. The AMSA is responsible for routing clinical questions to appropriate clinical staff.
They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
Duties: 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 VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties at this level include, but are not limited to: Maintaining professional and emotional composure while providing telephone care in a fast-paced, high call volume environment Scheduling, interpreting, and verifying appointments or provider return-to-clinic orders in accordance with VHA national scheduling guidelines Utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery mode Maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies Providing accurate details of organizational information to Veterans regarding the different services the VA offers Screening incoming telephone calls and appropriately escalating symptomatic concerns to clinicians within the VISN CCC or appropriate discipline within the department for resolution Providing high-quality customer service to Veterans and their families/caregiver Communicating tactfully and effectively to challenging customers who may be threatening, abusive, or distraught; resolving Veteran complaints as appropriate.
Performing duties as assigned to ensure efficient and effective operations Work Schedule: 8:00am - 4:30pm (EST), Monday - Friday Telework: Not available at this time 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 higher If 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 'Fed Competitive' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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