Medical Support Assistant (Advanced)

Summary

The Advanced Medical Support Assistant (AMSA) in the Health Administration Service provides support work relating to the care and treatment given to patients in outpatient clinics (includes clinic cancellations and float AMSAs). Work includes serving as an initial point of contact for the clinics and patient call centers, scheduling appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Duties

Total Rewards of a Allied Health Professional Major Duties include but are not limited to the following: Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model Provide specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties including clinic cancellations Recommend changes to existing procedures based on current administrative guidelines Utilize numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model Coordinate with the patient care team to review clinic appointment availability/utilization to ensure the clinic schedules are closely monitored to effectively support the needs of the clinics (and adjusts, as needed) Develop and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care model, VA medical centers, and other agencies (e.g., assists with communications during the inpatient to outpatient discharge Communicate with non-VA medical facilities Manage a system for follow-up care such as consults, tests, etc. Other assignments at this level include, but are not limited to: Participate in team huddles and team meetings (staff meetings) to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team and with the HAS supervisory team Set priorities and deadlines, as needed Adjust the flow and sequencing of the work to meet team and patient needs Identify incomplete encounters and communicates findings to providers, as needed Assist the team to reinforce the plan of care and self-help solutions Enter appropriate information into the electronic record Monitor and update pre-appointment information (demographics, including insurance capture) and/or requirements to assure readiness for patient visit/procedure, as needed Manage patient systems to verify and validate accuracy and resolve issues Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment Inform team members about shared patients (i.e., those who receive their care at multiple VA medical centers or those who receive care in the community) Complies with local HAS-MCMs and SOPs that pertain to their work area Work staggered shifts and/or weekends, as required and assigned (mostly pertains extended hour clinic AMSAs) AMSAs rotate throughout the clinics, to include phone unit, consult team and clinic cancellations, as needed, in a fair and equitable rotation Processes commitments, as needed Processes patient funds, as needed Conducts patient surveys, as requested Processes MSA portion of travel consult, as needed Contacts Travel office with patient date of travel, as needed Completion of all required training within set time frames Work Schedule: Variable tours according to medical center needs. Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 581-22050-F Permanent Change of Station (PCS): Not Authorized

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification: None required. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Advanced Medical Support Assistant GS-6 Grade Level: Experience: One year of experience equivalent to the GS-5 grade level. Experience is defined as experience that 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 worklo