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.

Basic Requirements

United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38U.S.C. § 7407(a).

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).

Grade Determinations

Demonstrated Advanced Medical Support Assistant, GS-06, Experience: One (1) year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities: The candidate must demonstrate all of 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.

Preferred Experience

Telehealth, Telehealth Management Platform (TMP), VISTA, ISS, and CPRS 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-06.

Physical Requirements

This work is basically sedentary; there is some walking when covering other clinics within the hospital, retrieving mail, and relaying pertinent information to staff. There is also minimal lifting/bending involved when handling supplies.

Duties include but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and 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.

Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Responsible for completion of personnel reports, rosters, and maintenance of supplies and forms. Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue.

Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting. Conducts patient/employee surveys, interviews, observes workflow; guides patients through hospital system, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Tuesday - Saturday 7:00AM - 3:30 PM.

Work Schedule is subject to change based on agency need. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 60293F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized