Medical Support Assistant (advanced)

Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the VA Community Care (VACC) Service Line. The AMSA works collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple community care clinics, specialties, and/or community resources.

Responsibilities include:

• Screening and receiving phone calls in a courteous and timely manner
• Determining the nature of requests and providing the information desired using privacy rules established by VACC processes and HIPAA
• Interpreting and communicating requirements and assisting in training/mentoring others
• Determining eligibility for care and receiving referrals as needed, or directing Veterans to proper departments for assistance
• Creating referrals/authorizations for episodes of care prior to care being received, and applying an appropriate cost for obligation management if appropriate
• Working with VACC contractors, vendors/agencies to ensure timely appropriate care is provided for Veterans
• Scheduling appointments per the scheduling policy accurately and in a manner that requires a high level of coordination to avoid patients having to make multiple calls to the medical center or provider whenever possible
• Daily review of assigned consults for accuracy and disposition
• Following-up for medical documentation once appointments have occurred
• Ensuring medical documentation is scanned or uploaded to chart for timely consult closure, and ongoing care needs are met
• Managing communication, to include phone lines/voicemails/inbound faxes/secure messages in a timely and appropriate manner
• Managing/using all programs associated with VACC (e.g., computerized medical record, VAOS, SharePoints, VSE, Refdocs, Right fax, HRSM, PPMS, VISTA, EPIC, EPSI, CTM, etc. and use of portals and databases as needed)
• Participating in team huddles and team meetings to manage and plan patient care
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record
• Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., documentation, imaging, lab work); participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions (records management, authorizations, etc.)
• Participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care coordination
• Evaluating patient information to determine whether patient is eligible for community care; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider
• Frequent contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA and with Non-VA providers

Work Schedule: Monday-Friday; 0800am-1630 pm

Telework: Ad HOC only

Functional Statement #: 000000

Relocation Incentives: Not Authorized

Financial Disclosure Report: Not required

Requirements Conditions of Employment:

You must be a U.S. Citizen to apply for this job.

Selective Service Registration is required for males born after 12/31/1959.

Must be proficient in written and spoken English.

You may be required to serve a trial period.

Subject to background/security investigation.

Selected applicants will be required to complete an online onboarding process.

Acceptable form(s) of identification will be required to complete pre-employment requirements.

Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Must pass pre-employment physical examination.

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications:

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:

Medical Support Assistant (Advanced) GS-6

Experience: One year of experience equivalent to the GS-5 grade level, which includes, but not limited to:

• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports;
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients;
• Ability to schedule medical appointments in a clinical setting;
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work;
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers;
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

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.

The full performance level of this vacancy is GS-06.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

References: VA Handbook 5005/117 Part II, Appendix G45

Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment.

You can verify your education here: http://ope.ed.gov/accreditation/.

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign