Advanced Medical Support Assistant
The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model 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. Duties and program responsibilities include:
Assists 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 Manages responsibilities independently with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs Participates in the team huddles and team meetings where patient care planning and management occur Daily reviews of active/pending consults, pending clerk orders and scheduling tracking notes for accuracy and disposition. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care 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 Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Coordinates appointments with the patient's input using the desired date, either in person or by phone; This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Resolves difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicit Serves as technical advisor and liaison with contacts at all levels Performs varied and complex duties of an Advanced Medical Support Assistant in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours Ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list Requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations Physical Demands:
The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs) there is some walking (approx one hour), bending and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.) Work Schedule:
Various Shifts, Monday - Saturday Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/08/2020. 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. Experience- Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;OR Education - One year above high school;OR Experience/Education Combination - Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Grade Determinations:
GS-06 Advanced Medical Support Assistant Experience - One (1) year of experience equivalent to the next lower (GS-05) grade level. Experience at this level is as follows:
Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Advises clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults, enters no-show information Monitors appointment requests from multiple electronic sources Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic Monitors both inpatient and outpatient appointments in areas of responsibility Verifies and updates demographics and insurance information when patients check-in for appointments Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). GS-06 level Knowledge, Skills, and Abilities:
In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level:
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 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 References:
VA Handbook 5005/117 The full performance level of this vacancy is GS-6. Physical Requirements:
The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
Estimated Salary: $20 to $28 per hour based on qualifications.
Assists 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 Manages responsibilities independently with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs Participates in the team huddles and team meetings where patient care planning and management occur Daily reviews of active/pending consults, pending clerk orders and scheduling tracking notes for accuracy and disposition. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care 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 Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Coordinates appointments with the patient's input using the desired date, either in person or by phone; This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Resolves difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicit Serves as technical advisor and liaison with contacts at all levels Performs varied and complex duties of an Advanced Medical Support Assistant in the Clinical Support Section located in various clinical areas throughout the medical center, some off-campus or on irregular tours Ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the waiting list Requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations Physical Demands:
The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs) there is some walking (approx one hour), bending and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.) Work Schedule:
Various Shifts, Monday - Saturday Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/08/2020. 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. Experience- Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;OR Education - One year above high school;OR Experience/Education Combination - Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Grade Determinations:
GS-06 Advanced Medical Support Assistant Experience - One (1) year of experience equivalent to the next lower (GS-05) grade level. Experience at this level is as follows:
Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Advises clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient appointments and/or consults, enters no-show information Monitors appointment requests from multiple electronic sources Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic Monitors both inpatient and outpatient appointments in areas of responsibility Verifies and updates demographics and insurance information when patients check-in for appointments Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). GS-06 level Knowledge, Skills, and Abilities:
In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level:
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 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 References:
VA Handbook 5005/117 The full performance level of this vacancy is GS-6. Physical Requirements:
The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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