Medical Support Assistant (Advanced)-Mental Health Integrated Clinical Community

JobSummary

The Advanced Medical Support Assistant serves in an advanced administrative scheduling role, providing high-level support as a pivotal member of the Mental Health Integrated Clinical Community (MH ICC) at the St. Cloud VA Health Care System.

LowGrade

6

HighGrade

6

PromotionPotential

None

SubAgencyName

Veterans Health Administration

OrganizationCodes

VA/VATA

Relocation

False

HiringPath

• fed-internal-search

MCOTags

TotalOpenings

1

AgencyMarketingStatement

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - 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 whole health care to Veterans? Since 1924, the St. Cloud VA Health Care System (VAHCS) has delivered excellence in health care and compassionate service to central Minnesota Veterans in an inviting and welcoming environment close to home. We serve over 38,000 Veterans per year at the medical center in St. Cloud, and at three Community Based Outpatient Clinics located in Alexandria, Brainerd, and Montevideo. http://www.stcloud.va.gov/

TravelCode

0

ApplyOnlineUrl

https://apply.usastaffing.gov/Application/Apply

DetailStatusUrl

https://apply.usastaffing.gov/Application/ApplicationStatus

MajorDuties

• The incumbent provides both routine and specialized administrative support to an interdisciplinary team that may include, but is not limited to, Physicians, Nurse Practitioners, Psychologists, Social Workers, Registered Nurses, Licensed Practical Nurses, Health Technicians, and other healthcare professionals. The AMSA serves as the initial administrative point of contact for Veterans, families, visitors, and clinical staff, managing complex patient interactions with professionalism and accuracy. Communication - Demonstrates excellent interpersonal skills, handling conflict or differing viewpoints in a diplomatic manner. - Demonstrates positive people skills reflecting caring, service orientation, professionalism, understanding, helpfulness, and concern toward Veterans, visitors, and staff. - Acts as a receptionist by handling incoming and outgoing calls, greeting visitors, recording messages, and routing inquiries appropriately. - Responds to all calls and visitors, conveying accurate, consistent information, and routes matters to appropriate resources. - Ability to communicate effectively and professionally with people of all educational backgrounds. - Utilizes medical terminology to ensure Veterans and other callers are directed to the appropriate resource. - Serves as a liaison among Veterans, families, interdisciplinary teams, and internal/external stakeholders. - Participates in team meetings and huddles, sharing information for improved care coordination and service delivery. - Handles complex or urgent administrative inquiries, escalating only as necessary. - Receives and responds to inquiries via phone, Secure Messaging, Message Manager, VAR, VEText, letters, or in-person; alerts clinical staff to urgent situations as needed. - Maintains confidentiality of Veteran information by adhering to HIPAA and facility policies. - Utilizes email and secure messaging systems to facilitate communication within BHIP and related teams. Administrative and Operational - Operates with a high degree of independence, prioritizing and coordinating work for effective clinic operations. - Acts as a subject matter expert in scheduling; manages scheduled and unscheduled visits for multiple specialty clinics in accordance with VHA guidelines. - Responsible for scheduling, canceling, and rescheduling appointments, as well as interpreting and verifying provider orders. - Independently interprets, verifies, and executes provider orders; processes STAT/routine orders accurately and seeks clarification when necessary. - Supports and adapts to evolving service line requirements, technology upgrades, and workflow changes. - Serves as the main point of contact for patient data management using systems such as ISS, VISTA, CPRS, ICB, CTM, and Outlook. - Updates and verifies demographic and insurance/pre-registration information to ensure data is accurate and current; updates patient records as needed. -Maintains and processes all required documentation and reports with high attention to detail; accurately enters data into the Veteran's electronic medical record. -Demonstrates high proficiency in using computer systems and office procedures. -Provides support to the Behavioral Health and Interdisciplinary Program (BHIP) and other specialty staff. -Proactively identifies and resolves patient flow or scheduling conflicts to ensure continuity and quality of care. -Demonstrates advanced knowledge of medical terminology and crisis intervention, including proper procedures for handling suicide calls. -Maintains flexibility in adapting to changes in schedules and workload; willingly assists other team members. -Multi-tasks effectively in high-pressure situations and prioritizes changing workflows accordingly. -Assists with obtaining supplies, handling medical data, scanning, copying, faxing, and distributing mail. -Provides clerical support for use of the computer contingency plan. -Promptly and accurately initiates and checks status of referrals, lab, and imaging procedures. -Follows established procedures for appointment scheduling; ensures appointments are coordinated to avoid conflicts and notify professional staff of scheduling or special preparation needs. -Assists with orientation and training of new or less experienced MSAs. -Completes all other assigned duties in support of outpatient mental health services. -Handles issues at the lowest level and resolves them in a timely manner. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Requirements

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Evaluations

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. 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. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

HowToApply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 04/30/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12943721. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

WhatToExpectNext

Once your online application is submitted you will receive a confirmation notification by email. 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. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. 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 USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

RequiredDocuments

To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field. Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc. Cover Letter License **Highly Recommend** Write to the Knowledge, Skills, and Abilities (KSAs) on a separate document - KSAs are found under qualification/grade requirements in the announcement. Resume/CV exceeding two-pages Performance Appraisal Resume SF-50/ Notification of Personnel Action Transcript Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Benefits

BenefitsUrl

http://www.vacareers.va.gov/why-choose-va/benefits/index.asp

OtherInformation

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

KeyRequirements

WithinArea

False

CommuteDistance

0

ServiceType

02

AnnouncementClosingType

01

AgencyContactEmail

Glenda.Abfalter@va.gov

AgencyContactPhone

3202556480 X5201

SecurityClearance

Not Required

DrugTestRequired

False

PositionSensitivitiy

Non-sensitive (NS)/Low Risk

AdjudicationType

• Credentialing
• Suitability/Fitness