Advanced Medical Support Assistant

Full Job Description

The Advanced Medical Support Assistant (AMSA) will perform administrative support duties for the Diagnostic Imaging Service at the VA Northern California Health Care System (VANCHCS) in Mather, California.

The incumbent is responsible for scheduling patient appointments, tracking, reviewing, performing front desk duties, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

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.

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. Grandfathering Provision.

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: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: (1) 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.

(2) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

(3) 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.

(4) 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.

(5) 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.

(6) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Reference: As outlined in the VA Handbook 5005/117, Part II, Appendix G45.

The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: See VA Directive and Handbook 5019.

Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major duties include but are not limited to: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

CUSTOMER SERVICE REQUIREMENTS: Meets the needs of customers while supporting the medical center and service missions.

Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner.

Provides the customer with consistent information according to established policies and procedures. They are also responsible for front desk management of patient check in and registration.

Handles conflict and problems in dealing with the customer constructively and appropriately.

Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Recommends changes to existing clinic procedures based on current administrative guidelines.

Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjusts as necessary.

MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow up care such as consults, tests, etc.).

Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through My Healthy Vet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

The Advanced Medical Support Assistant plans and accomplishes work independently using guidelines she/he has been trained to follow, referring only the unusual, difficult or complex cases to the supervisor.

The supervisor reviews and monitors job performance periodically to assure that intent and mission of the program is accomplished, and guidelines are followed.

The incumbent also receives program direction and guidance from the team's leadership, i.e., charge nurse and medical director.

Work Schedule: Full-time Wednesday - Sunday, 8 am-4:30 pm, Supervisor discretion Pay: Competitive salary and regular salary increases.

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: Ad-hoc as determined by the agency policy.

Virtual: This is not a virtual position. Functional Statement #: 612-00434 Permanent Change of Station (PCS): Not Authorized.