The purpose of this position is to serve as an Advanced Medical Support Assistant (AMSA) assigned to outpatient clinics. The AMSA position is a fundamental role within the Veterans Health Administration (VHA) Patient Centered Medical Home Model Transformation Initiative. The AMSA works for Mental Health Behavioral Medicine collaboratively with other members of the health care team including Counselors, Psychiatrists, Social Workers, and Psychologists.
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.(1) 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,(2) Education. One year above high school; OR,(3) 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. 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. 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:GS-06 Experience. One (1) year of specialized experience equivalent to the GS-05 grade level. Examples of experience may include, but 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; coordinate 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.). 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 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. Preferred Experience: Six months to one year of experience using electronic health record systems. One year of administrative experience in a health care setting. Knowledge of HIPAA, release of information, and other applicable laws and regulations. Possess a high degree of customer service, poise, and diplomacy. Possess caring and compassionate behavior and be observant when interacting with Veterans, family members, and employees or peers. Must be respectful and have knowledge of a High Reliability Organization and be able to demonstrate this experience. Skilled in working independently, accomplishing a wide variety of duties performing patient support work. 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: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional The incumbent will perform a variety of duties, including but not limited to, the following: Serving as the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA. Running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection. Receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Scheduling appointment with patient input to reduce no shows. Processing first party requests and ensuring forms are complete and accurate. Ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record. Scanning and indexing materials accordingly into electronic medical records; Imaging, on a timely basis and within established guidelines, and makes the proper disposition of documents. Demonstrating a high degree of customer service i.e.; tact, poise, and diplomacy must be used in dealing with Veterans who may have multiple health problems and may be frustrated with the diagnostic process. Capturing insurance and demographic information on all Veterans, explaining VA's role in insurance reimbursement. Accurately entering insurance information into the buffer and scanning both sides of the insurance card. Supporting patient safety standards through correct identification of all patients through use of two forms of identification, in accordance with current VA policies. Receiving telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments. Running the following reports/queries daily (not all-inclusive): Opening Text Orders, Patient Care Encounter (PCE), Recall Reminder Delinquent Report, Recall Reminder Non-Compliant Report, and Consult Tracking Report. Work Schedule: Monday - Friday, 7:30am - 4:00pm, 8:00am - 4:30pm, 8:30am - 5:00pm Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Functional Statement #: 00000/Advanced Medical Support Assistant (AMSA)