The incumbent serves an Advanced Medical Support Assistant (AMSA) in Audiology and Speech Pathology Service (ASPS) within the San Diego VA Healthcare System which has multiple sites, is large and is a complex level 1a facility. The AMSA position serves as administrative support and is a foundational role. Patient care is delivered in a Patient Aligned Care Team (PACT) model. The PACT team includes: the MSA, Health Technicians, Audiologists and Speech-Language Pathologists.
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. 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: In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level and all KSAs listed below: Demonstrated Knowledge, Skills, and Abilities (KSAs): 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: Experience scheduling patient appointments within VA scheduling system. Demonstrated ability to patiently communicate information to patients with expressive and receptive language barriers, such as hearing loss or speech/language limitations. Ability to appropriately modify verbal communication to interact with patients who suffer from disabilities and comorbidities. Ability to multi-task in front office environment, communicating with patients and staff using variety of modalities (ex.: face-to-face, phone, email, secure messages, instant message). 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: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.
The AMSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Duties include the following but are not limited to: - Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. - Responsible for initiating and carrying out a variety of administrative duties in support of patient care. - Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. - Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. - Relays messages to team members when appropriate. - Responsible to check patients in timely. Upon check-in, clerk will update patient demographics, to include; address, telephone number, next-of-kin. - Operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. - Answer patient phone calls to Audiology/Speech Pathology Call Center and respond to patient inquiries using Securing Messaging. Work Schedule: Monday through Friday, 7:45am-4:15pm PST Telework: Not Available Virtual: This is not a virtual position Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required