Advanced Medical Support Assistant

Full Job Description

This position serves as an Advanced Medical Support Assistant for the Tennessee Valley Healthcare System in Clarksville, TN ensuring assistance to Veterans by providing a smooth process for management of outpatient appointments as well as providing administrative support.

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 and Education.

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. Certification. None required. 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).

Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6: Experience.

One year of experience equivalent to the GS-5 grade level.

GS-5 grade level experience includes, but is not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating 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.).

AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: 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 Note: You must provide detailed information of your experience performed.

Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications.

Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

Preferred Experience: None References: 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: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time.

Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.

Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. Major Duties:

The incumbent serves as an Advanced Medical Support Assistant (AMSA) who is responsible for assistance to Veterans providing a smooth process for the management of his/her appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery for specialty care, working in collaboration with the appropriate clinic, develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

The AMSA will work with the Lead AMSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures.

Major duties include, but are not limited to: Scheduling, cancelling, re-scheduling patient's appointments and/or consults Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

Includes work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines.

Participates and provides input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions.

Evaluates patient information and clinic schedule lists to determine whether a patient is vested.

Educates providers about shared patients who may be receiving care at multiple VA's or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service.

Communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner.

Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Performs other duties as assigned. Work Schedule: Monday- Friday 07:30AM-4:00PM Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position.

Functional Statement #: 71018-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized