The Advanced Medical Support Assistant (AMSA) performs duties related to the receipt, intake and indexing of health and administrative information, as well additional oversight management duties of the department. AMSA's will interface with personal computer applications as well as numerous Vista applications. The AMSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
Applicants pending the completion of educational or experience 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: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Experience and Education: Experience: One year 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. Creditable Experience Knowledge of AMSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to AMSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an AMSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an AMSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. 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). Medical Support Assistant, GS-6 Experience: One year of experience equivalent to the [GS-5] grade level; OR, Education: Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate [all of] the KSAs below: 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. Reference: 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: Position is primarily sedentary. Work is conducted at desk setting. Some walking and standing throughout the day from desk to other areas, AMSA must be able to travel to other areas with ease. The majority of time is spent working at a desk. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and similar automated equipment. There is potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds (i.e., medical records and manuals). The AMSA is expected to use proper preventive ergonomic techniques to perform duties.
This is an open continuous announcement until December 31, 2022. Qualified applicants will be considered and referred as vacancies become available. DUTIES INCLUDE BUT ARE NOT LIMITED TO: Receives patients and visitors in person or telephonically. Verifies benefit eligibility determinations. outlines the medical care benefits to which the patient has entitlement. Obtains all key information needed and initiates administrative processing of basic requests and forms. Checks patients in for appointments for designated Department. Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients. Coordinates and/or schedules patient appointments with other clinics or specialties. Responds to questions from patients concerning services. Receives and handles concerns ensuring that quality service is rendered in a timely competent and caring manner. Performs clerical work in support of the care and treatment given to patients such as receiving patients and maintaining patient files. Assumes responsibility for all phone calls to designated Department, including both patient and staff inquires and complaints. Triages phone calls to the appropriate provider as warranted by the situation. Resolves all clinical and administrative issues by working with various members of the department team in the time frame dictated by the situation (emergent or non-emergent) and communicates resolution to the relevant party. Contacts patients scheduled for clinic appointments and procedures and if appointment/procedure will be canceled or rescheduled. Reschedules appointments appropriately and informs clinic providers of the patient's condition and request to cancel. Manages clinic profile changes, or cancellations, and is responsible for new clinic set up. Sets up and monitors electronic wait list (EWL) as necessary. Sets up and manages clinic recall list for established patients. Performs other duties as assigned. Work Schedule: Full-time, Monday-Friday variable hours between 7:00am-5:00pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized