Discover a Rewarding Career as a Medical Support Assistant (Advanced) at the VA in Clarksville, TN

Are you passionate about serving those who have served our nation? The Department of Veterans Affairs (VA) is offering a unique opportunity for a dedicated Medical Support Assistant (Advanced) to join the Tennessee Valley VA Health Care System in Clarksville, Tennessee. This role is vital to ensuring our veterans receive timely and efficient outpatient care within a supportive team environment. If you possess strong organizational skills, a keen understanding of healthcare administration, and a commitment to excellence, this position offers a chance to make a tangible difference in the lives of veterans.

About the Department of Veterans Affairs (VA)

The Department of Veterans Affairs stands as a testament to the nation's commitment to its veterans. Its mission is 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." The VA provides a comprehensive range of healthcare services, benefits, and support systems designed to meet the diverse needs of America's veterans. The Tennessee Valley Healthcare System (TVHS), a part of this vast network, is a Level 1A integrated tertiary healthcare system serving Middle Tennessee and Kentucky. TVHS is dedicated to delivering compassionate, whole-health care, encompassing primary, secondary, and specialized tertiary services. By joining the VA, you become part of a mission-driven organization that values respect, integrity, and unwavering dedication to the well-being of veterans.

Job Responsibilities

As a Medical Support Assistant (Advanced) within the Patient Aligned Care Team (PACT) model at the Clarksville CBOC, your responsibilities will be multifaceted and critical to the patient's journey through the healthcare system. You will be instrumental in facilitating a smooth and positive outpatient appointment experience for veterans.

Key duties include:

• Appointment Management: Skillfully schedule, cancel, and reschedule patient appointments and consultations across various electronic platforms. Proactively monitor appointment requests and address any backlogs.
• Patient Flow Coordination: Manage the daily operational activities that affect patient flow, including monitoring both inpatient and outpatient appointments within your area of responsibility.
• Patient Support: Verify and update patient demographics and insurance information during check-in, ensuring accurate record-keeping.
• Administrative Functions: Coordinate administrative tasks related to emergency and non-emergency patient transfers to other facilities. Determine appointment types based on patient eligibility status.
• Team Collaboration: Participate in daily huddles with clinic staff and other MSAs to align on the clinic's daily needs and priorities. Develop and maintain effective communication with patients, the interdisciplinary team, management, and other VA facilities or external agencies.
• Process Improvement: Assist in training other MSAs on correct operational procedures and serve as a preceptor for developmental-level staff.
• Information Management: Process physician orders from the Computerized Patient Record System (CPRS) and verify their completion.
• Problem Solving: Independently manage administrative and scheduling issues, utilizing your knowledge of operations and policy to resolve deviations effectively.
• Communication: Handle multiple phone lines efficiently in an inpatient care setting, ensuring calls are directed appropriately. Communicate tactfully and effectively through various channels to address patient concerns and provide information.

Requirements

To be considered for this advanced role, candidates must meet the following qualifications:

Basic Requirements:

• Citizenship: Must be a U.S. citizen. Non-citizens may be appointed only if qualified U.S. citizens cannot be recruited.
• English Proficiency: Must be proficient in spoken and written English.
• Background Check: Must be able to pass a background and security investigation.
• Onboarding: Selected applicants will undergo an online onboarding process.
• Identification: Acceptable forms of identification are required for pre-employment requirements. Be aware that after May 7, 2025, non-REAL ID compliant driver's licenses or state-issued cards may not be accepted.
• Physical Examination: Must pass a pre-employment physical examination.
• Vaccination: Participation in the seasonal influenza vaccination program is a mandatory requirement for all VA Health Care Personnel.
• Application Completion: All application requirements detailed in the 'Required Documents' section must be met.
• Trial Period: Employment is subject to a 1 or 2-year trial period to assess performance and suitability.

Education:

• A high school diploma, General Education Development (GED) equivalency certificate, or a proficiency certificate from a State or territorial-level Board or Department of Education is required. There is no substitution of education for experience at the GS-06 grade level.

Experience and Grade Determination (GS-06):

To qualify at the GS-06 level, candidates must possess one year of specialized experience equivalent to the GS-05 grade level. This experience should demonstrate the ability to perform tasks such as:

• Scheduling, canceling, and rescheduling patient appointments.
• Entering 'no-show' information and monitoring appointment requests from various electronic sources.
• Participating in team huddles to coordinate daily clinic needs.
• Monitoring inpatient and outpatient appointments.
• Verifying and updating patient demographics and insurance information.
• Coordinating administrative functions for patient transfers.
• Determining appropriate appointment types based on eligibility.

In addition to the experience requirement, candidates must demonstrate advanced Knowledge, Skills, and Abilities (KSAs):

• Technical Healthcare Process: Advanced understanding of healthcare processes, scheduling models (e.g., PACT, care in the community), and patient health care portals.
• Policies and Procedures: In-depth knowledge of policies related to coordinated care delivery, patient flow, and administrative support functions.
• Medical Terminology: Advanced grasp of medical terminology due to the technical nature of clinical language.
• Collaboration: Ability to effectively collaborate and communicate with diverse medical clinicians across multiple disciplines to achieve team goals.
• Organization and Time Management: Ability to independently set priorities, organize work, and meet deadlines while adhering to established processes and regulations.
• Customer Service: Skill in communicating tactfully and effectively with internal and external customers, both verbally and in writing.

Note: Your resume must provide detailed information about your experience. Simply stating your job title is not sufficient. Ensure your resume includes the job title, specific duties performed, and the start/end dates (month and year) along with the number of hours worked per week for each position.

Preferred Experience:

• Previous experience working as a Medical Support Assistant.
• Experience in a call center environment.
• Experience performing administrative functions within healthcare.

Salary Overview

The Medical Support Assistant (Advanced) position is graded at the GS-06 level. The annual salary for this position ranges from $50,168 to $65,219, depending on the applicant's qualifications and experience.

Benefits

The VA offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. While specific details can be found on the VA careers website, typical benefits include:

• Health Insurance: Medical, dental, and vision coverage options.
• Paid Time Off: Generous accrual of annual (vacation) leave, sick leave, and paid federal holidays.
• Retirement: Participation in the Federal Employees Retirement System (FERS) and the Thrift Savings Plan (TSP), a powerful retirement savings vehicle.
• Life Insurance: Federal Employee Group Life Insurance (FEGLI).
• Professional Development: Opportunities for training, continuing education, and career advancement.
• Work-Life Balance: A supportive work environment committed to employee well-being.
• No State Taxes: Tennessee does not have a state income tax, enhancing your take-home pay.

Application Process

To apply for this exciting opportunity, please follow these steps:

1. Create or Log In to USAJOBS: Visit the USAJOBS website (www.usajobs.gov) and create an account or log in to your existing profile.
2. Find the Announcement: Search for the Medical Support Assistant (Advanced) position in Clarksville, Tennessee.
3. Start Your Application: Click the 'Apply Online' button.
4. Complete the Questionnaire: Carefully answer all questions in the occupational questionnaire. You can preview the questionnaire at https://apply.usastaffing.gov/ViewQuestionnaire/13047548.
5. Upload Required Documents: Submit all necessary documentation, including your resume, SF-50 (if applicable), and any other required forms. A specific Clinical Resume Document template is available for download at https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx which should be uploaded into the 'Resume' document upload field. Your full resume can be uploaded into the 'Other' document field.
6. Submit Your Application: Ensure all information is accurate and complete before submitting your application package by the deadline.

Application Deadline: September 7, 2026, at 11:59 PM Eastern Time.

Application Tips

• Be Specific: Provide detailed descriptions of your duties, responsibilities, and accomplishments in your resume. Quantify your achievements whenever possible.
• SF-50 Documentation: If you are a current or former federal employee, ensure your submitted SF-50 clearly demonstrates the required experience and grade level. Award SF-50s are generally not sufficient.
• Review Instructions: Carefully read all instructions provided in the announcement and on USAJOBS. Errors or omissions can affect your eligibility.
• Proofread: Before submitting, review your entire application for any errors in grammar or spelling.
• Understand the PACT Model: Familiarize yourself with the Patient Aligned Care Team (PACT) model, as this is the framework within which you will be working.

Frequently Asked Questions (FAQ)

Question	Answer
What are the basic requirements for this position?	Must be a U.S. Citizen, proficient in English, pass a background check and physical, and participate in the influenza vaccination program. Males born after 12/31/1959 need Selective Service registration.
What is the salary range for this Medical Support Assistant position?	The annual salary ranges from $50,168 to $65,219.
What is the application deadline?	The application deadline is September 7, 2026, at 11:59 PM Eastern Time.
What is the work schedule?	The typical work schedule is Monday through Friday, 7:30 AM to 4:30 PM.
Is relocation assistance or a sign-on bonus offered?	No, relocation assistance (Permanent Change of Station) and recruitment incentives (sign-on bonus) are not authorized for this position.
Do I need a high school diploma?	Yes, a high school diploma, GED, or equivalent certificate is required. College transcripts can verify education if used to substitute for experience at certain grade levels.
Is this a remote or telework position?	No, this position is not telework-eligible or virtual. It requires working on-site at the Clarksville, Tennessee location.
What is the PACT model?	PACT stands for Patient Aligned Care Team. It's a primary care model where a dedicated team works collaboratively to provide comprehensive care to a panel of patients. The Medical Support Assistant is a key member of this team.
What is required for identification?	Acceptable forms of identification are needed for pre-employment. Note that after May 7, 2025, non-REAL ID compliant driver's licenses or state-issued cards may not be accepted.
Am I eligible if I have prior unemployment or financial hardship?	The VA's policy is not to deny employment based on past financial hardships or periods of unemployment.

Embark on a fulfilling career that honors our nation's heroes. The Medical Support Assistant (Advanced) position at the Department of Veterans Affairs in Clarksville, TN, offers a stable, rewarding environment with excellent benefits and the opportunity to contribute meaningfully to veteran healthcare. If you are ready to bring your skills and dedication to a mission-focused organization, we encourage you to apply. Make your next career move a commitment to service.