Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Milwaukee, Wisconsin

Veterans Affairs, Veterans Health Administration
2 vacancies in the following location:
  • Milwaukee, WI
Work Schedule is Full Time - Permanent

Opened Monday 10/17/2016 (3 day(s) ago)

** Closes Friday 10/21/2016 (1 day(s) away)

Job Overview

Vacancy Identification Number (VIN): 1813057

This position is located at the Clement J. Zablocki VA Medical Center in Milwaukee, Wisconsin ( Milwaukee is located in southeastern Wisconsin, about 90 minutes from Chicago, IL and Madison, WI. Milwaukee is on the shores of Lake Michigan, the fifth largest lake in the world where Summerfest, the world's largest music festival and many ethnic festivals take place throughout the summer. There is something for everyone in Milwaukee; you can experience old world charm, diverse cultures, historic neighborhoods and it's a great place to raise a family.

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

VA encourages persons with disabilities to apply. The health related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

Current, Permanent VA Nationwide Employees should apply under ML-16-CK-1812828-BU.

AREA OF CONSIDERATION: 1. Veterans with Preference 2. All other candidates.


This Advanced Medical Support Assistant (MSA) position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Surgical Service Clinic. Advanced Medical Support Assistants at grade GS-6 are responsible for a range of duties that typify the Advanced level including responsibility, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing and customer service. A large part of the duties of a Surgical Care Clinic MSA is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations.


  • Participates in daily huddles and treatment team meetings to manage and plan patient care.

  • Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics

  • Adjusts the flow and sequencing of the work to meet team and patient needs.

  • Sets priorities and deadlines to meet the needs of the clinic.

  • Explains procedures to veterans and their family members in a caring, compassionate and sensitive manner.

  • Screens/receives phone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and established clinic processes

  • Monitors pre-appointment requirements to assure readiness for patient visit/procedure.

  • Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic

  • Schedules and coordinates appointments, including labs and tests in a timely manner.

  • Enters pertinent information into patient records.

  • Develops and maintains effective working relationship with all clinical and administrative staff.

  • Notifies patients of appointments and clinic cancellations

  • Applies laws, regulations, directives, and policies that relate to the administration of the VA Healthcare benefits.

  • Performs other duties as assigned.

Work Schedule:*Monday-Friday*, Day Shift

Functional Statement Title/#: Advanced Medical Support Assistant GS-0679-06

Travel Required
  • Not Required
Relocation Authorized
  • No
Job Requirements
Key Requirements
  • Must pass pre-employment examination
  • Must be proficient in written and spoken English
  • Background and-or Security Investigation required
  • Selective Service Registration is required for males born after 12/31/1959.

To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement.


  • Must be a citizen of the United States.

  • Must be proficient in spoken and written English

  • Must possess six (6) months experience of clerical, office, or other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.


Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university.(TRANSCRIPTS REQUIRED)


Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)



GS-6 Level:

Specialized Experience: One (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is 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 emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.) Experience may also include: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.


KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:

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

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

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

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

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

KSA-6: Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office.

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.

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern

Security Clearance


Additional Information
What To Expect Next

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

Other Information

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

Salary Range: $37,298.00 to $48,485.00 / Per Year

Series & Grade: GS-0679-06/06

Supervisory Status: No

Who May Apply: United States Citizens

Control Number: 451876400

Job Announcement Number: ML-16-CK-1813057-BU