Medical Support Assistant (Advanced)

Full Job Description

The Advanced Medical Support Assistant (AMSA) impacts the administrative aspect of patient care including scheduling/coordinating appointments, using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing, and customer service.

The AMSA works independently, exercising sound judgment in resolving administrative issues that influence patient care delivery.

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.

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. Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

(3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education: To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. Grade Determinations: Advanced Medical Support Assistant GS-6 Grade Level: Experience: One year of experience equivalent to the [GS-5] grade level.

Experience is defined as experience that includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).

Candidates must also be able to demonstrate all of the following Knowledge, Skills, and Abilities (KSAS) for the GS-0679-6 level to qualify for this position: 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, Part II, Appendix G45 Dated: August 1, 2019.The full performance level of this vacancy is GS-6. Physical Requirements: VA Directive and Handbook 5019.

Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required.

Incumbent may be susceptible to eyestrain from working long hours on the computer.

Work Environment: Work is performed primarily in a patient care setting; adequately lighted, temperature controlled, and ventilated.

Office temperatures fluctuate periodically; involves everyday risks or discomforts which require normal safety precautions typical of such places as clinics, offices, meeting and training rooms or libraries; exposure to noise and dust on occasion.

The incumbent may be exposed to infected patients.

The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders; Emotional and Mental Stability: The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs.

Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment. Major Duties:

The work of an Advanced Medical Support Assistant (AMSA) includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

]Duties include reception, daily patient processing, knowledge to support any modality withing the medical center to include Primary Care, Mental Health, Diagnostic Service, Pain Management and Rehabilitation, Surgical and Medical Service.

The position requires excellent communication skills, effective problem solving, and the ability to support continuous clinic operations, including staggered shifts or weekend clinics when needed.

The AMSA reports directly to the Supervisory Medical Support Assistant, Medical Administration Service (MAS) at the Martinsburg VA Medical CenterDuties may include but are not limited to: Perform at a competent level and work collaboratively in the Non-VA Care Coordination coordinated care delivery model, specifically in support of the MISSION Act and Community Care Network programs.

Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner. Perform scheduling, canceling, re-scheduling of patient appointments and or consults.

Develops and maintains effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.

Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.

Responsible for maintaining/scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, and transmittal of schedules 3rd Party Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.

Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.

Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff. Maintains patient's confidential records, copies, and file documentation.

Scans and enters information into VISTA, CPRS.

Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA policy.

Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Analyzes situations to determine what decisions can be made or if advise of higher authority is needed.

The primary age of Veterans receiving services is typically between 18 and 80 years of age.

This position requires the incumbent to possess or develop an understanding of the particular needs of these types of patients.

Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved.

Work Schedule: Varies, however most positions are Monday-Friday 8-4:30 pm Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 613 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdfVA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELoTotal Rewards of a Allied Health Professional