The Advanced Medical Support Assistant (AMSA) position is a foundational role within the VHA Patient Aligned Care Team (PACT) Model transformation initiative. Patient care is delivered in a team-based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/ Licensed Vocational Nurse, and a Primary Care Provider. Provides most healthcare needs for an assigned panel of patients.
Qualifications Basic Requirements: CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. Grade Determinations: GS-6 level Experience: Must posses one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system; interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 patient's check-in for appointments. Coordinates 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.). In addition, applicants must demonstrate the following KSAs AND Demonstrate Knowledge, Skills, and Abilities: candidates must demonstrate. 1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. 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. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset
The MSA is responsible for the development and management of a patient registry system which will be used by all teamlet/expanded team members to provide health care. The position involves performing receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointments schedules for one of more outpatient clinics. The MSA must assist with clinic access contingency plans by adjusting appointment time, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Must be able to interpret and communication requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments and utilize the Electronic Waiting List accurately and in a timely manner. All appointment will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center whenever possible. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Records Systems (CPRS) through scanning hardware and VISTA imagining software. Cans and indexes materials accordingly into CPRS Vista documents. After the scanning indexes process is complete, the incumbent will review the quality of the scanned document to ensure integrity of scanned images. Work Schedule: Monday-Friday 830am-5:00pm Compressed/Flexible: Not available Telework: This is not available Virtual: This is not a virtual position. Functional Statement #: 00884F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not required