Advanced Medical Support Assistant

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.

01Basic Requirements

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Experience. None Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None.

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).

02Grade Determinations

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. GS-6 Medical Support Assistant (Advanced) Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs).

In addition to the experience above, the candidate must demonstrate the following KSAs: Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.

Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

03Preferred Experience

None Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is the GS-6.

04Physical Requirements

Work is mostly sedentary. There will be some periods of walking, bending, lifting or carrying of work-related items. Normal safety precautions and practices are required of working in a healthcare environment. This position requires emotional ability to deal effectively with multi-tasking and high volume of patient flow and competing demands.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Medical Support Assistant (Advanced) provides outstanding customer service on a routine basis by actively listening to customers with respect and concern; pays attention to details of the customer's needs and helps the customer arrive at a satisfactory solution in a timely manner. The AMSA responds to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran's entitlement to care.

Duties include, but are not limited to: Promptly answers, screens, and prioritizes telephone call in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies and answers telephone calls to their assigned PACT. Effectively communicates both orally and in writing with people of various backgrounds and is responsible for accurate appointment management and the coordination of all administrative information.

Independently manage position responsibilities and meet deadlines; set priorities and deadlines in line with team goals, adjusts the flow and sequencing of the work to meet team and patient needs. Schedules medical appointments for patients and is responsible for accurate appointment management and coordinating all administrative information between the professional staff and the patient.

Demonstrates ability to provide clear, understandable and correct information to internal and external customers. participates in daily Teamlet huddles led by team providers or nurse and other team meetings where patient care planning and management occur Maintains patient confidentiality with information, per HIPAA requirements. Work Schedule: Monday - Friday 8:00 am - 4:30 pm Compressed/Flexible: Not Available Telework: Available. As determined by the agency policy. Virtual: This is not a virtual position.

Functional Statement #: FS-91503-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized