The Advanced Medical Support Assistant (AMSA) position provides clerical and administrative support to the patients and staff; this position is located in the VA Care in the Community Service in the West Palm Beach, Florida VA Medical Center.
Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter B3, Section A, paragraph 3.g.). 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 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; 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. 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. 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). 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. Physical Requirements: See VA Directive and Handbook 5019. Grade Determinations: Medical Support Assistant (Advanced), GS-679-06 Experience. One year of experience equivalent to the GS-5 grade level. The Advanced MSA provides specialized and expert administrative patient support while working 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 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 makes adjustments 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.). 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. Creditable Experience: 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. Qualifying experience must be at a level comparable to MSA 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 as an MSA 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 instance, an MSA 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. 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-6. Physical Requirements: Physical aspects associated with work required of this assignment are typical for this occupation, see duty section for essential duties of this position. May require standing, lifting, carrying, sitting. stooping, bending, pulling and pushing.
The Advanced Medical Support Assistant (AMSA) for Community Care Service, works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The Advanced Medical Support duties may include, but are not limited to the following: Serves as the administrative subject matter expert within the community care team. Provides administrative support and is an integral member of the community care team to effectively carry out daily administrative operation of the service. Develops and maintains effective and efficient communication with the patient, interdisciplinary care team, community providers, third-party administrators, VA medical centers, and other agencies. Assists with communication during the impatient to outpatient community care; communicates with non-VA medical facilities. Facilitates and processes secure messaging with the care team and third-party administrators; notifies patient of scheduled appointments in the community. Develops and manages a tracking systems for follow up care to include but is not limited to consult status and provide and receive medical records from community providers. Participates in team huddles and team meeting to manage and plan community care. Performs administrative follow up actions and independently follows up on team huddles by sharing information and collaborating with the clinical team to assure continuity of care. Monitors third-party computer systems to assure readiness for patient visit/procedure (e.g. x-ray, lab work, etc.) Manages electronic wait list to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether patient is vested. Scheduling of new appointments will be scheduled within 14 days of create date of the appointment, if no availability to schedule within 90days patient will be placed on the EVVL. Scheduling of established appointments will be based upon desire date not on availability. Educates community providers about VA Community Care Program, guidelines and policy. Assists with community care access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with patient and/or community providers occurs. Performs administrative duties in support of community care management using various VHA databases to extract, categorize, and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel. Responsible for processing received medical records information into patient medical records from non-VA community providers. Responsible for appointment management and coordination of all administrative information between the professional staff and the patient. records and relays messages and/or redirects calls as necessary. Updates demographic information, scheduling appointments, data entry, administratively managing consultation requests, and electronic wait list, and notifying the patient of his/her appointment. Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative matters. Work Schedule: Monday - Friday, 8am - 4:30pm. Compressed/Flexible: Not available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 40485F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized