Advanced Medical Support Assistant
U.S. Department of Veterans Affairs, Jefferson Barracks, MO, United States
Overview
The Technology - Innovation - and Development Service is seeking an Advanced Medical Support Assistant (AMSA) to serve as the primary scheduler for consults and first point of contact for patients, community partners, and more. The AMSA plans and coordinates the clerical functions of consults and is responsible for a broad range of administrative and clerical duties. The 2-page Resume requirement does not apply to this occupational series. For more information - refer to Required Documents below.
Qualifications
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 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
OR - Experience/Education Combination- Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
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)
Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - [which] are [a] part of the basic requirements of the occupation
For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: Such employees may be reassigned - promoted - or changed to a lower grade within the occupation
Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed - on a temporary or permanent basis - until they fully meet the basic requirements of the standard
If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Grade Determinations: AMSA GS-6 – Experience: One year of experience equivalent to the GS-5 grade level
Assignment: 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.
Other assignments at this level include - but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
Participates in team huddles and team meetings to manage - plan - problem solve - and follow-up with patient care by sharing information and collaborating with the interdisciplinary team
Setting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needs
Identifies incomplete encounters and communicates findings to providers
Assists the team to reinforce the plan of care and self-help solutions
Enters appropriate information into the electronic record
Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
Manages patient systems to verify and validate accuracy and resolve issues
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
Informs team members about shared patients (i.e. those who receive their care at multiple VA centers or those who receive care in the community)
For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity - and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
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
Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
This position is at the full performance level
Physical Requirements: None
Duties
Completes in-patient and out-patient scheduling needs
Serves as the primary Point of Contact for incoming calls
Coordinates with care line management and supervisors to review clinic utilization and wait times using various reports
Develops and maintains effective and efficient communications with patients, community partners, VA medical centers, and other agencies
Adjusts workflow and work sequencing to meet team and patient needs
Makes administrative notes in veterans Electronic Health Record chart
Assists Veterans with coordinating self-assessments, education forms, and tallying totals for therapists
Presents data to leadership with observations and recommendations for scheduling action, customer service concerns, clinic profile development, and modification within the service
Total Rewards of an Allied Health Professional Work Schedule: Full-Time - 0730-1600
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
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 off per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior work experience or military service experience
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
Telework: Ad-hoc - may be available
Virtual: This is not a virtual position
Functional Statement #: 00000000
Permanent Change of Station (PCS): Not Authorized
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The Technology - Innovation - and Development Service is seeking an Advanced Medical Support Assistant (AMSA) to serve as the primary scheduler for consults and first point of contact for patients, community partners, and more. The AMSA plans and coordinates the clerical functions of consults and is responsible for a broad range of administrative and clerical duties. The 2-page Resume requirement does not apply to this occupational series. For more information - refer to Required Documents below.
Qualifications
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 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
OR - Experience/Education Combination- Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
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)
Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - [which] are [a] part of the basic requirements of the occupation
For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: Such employees may be reassigned - promoted - or changed to a lower grade within the occupation
Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed - on a temporary or permanent basis - until they fully meet the basic requirements of the standard
If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Grade Determinations: AMSA GS-6 – Experience: One year of experience equivalent to the GS-5 grade level
Assignment: 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.
Other assignments at this level include - but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate
Participates in team huddles and team meetings to manage - plan - problem solve - and follow-up with patient care by sharing information and collaborating with the interdisciplinary team
Setting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needs
Identifies incomplete encounters and communicates findings to providers
Assists the team to reinforce the plan of care and self-help solutions
Enters appropriate information into the electronic record
Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure
Manages patient systems to verify and validate accuracy and resolve issues
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
Informs team members about shared patients (i.e. those who receive their care at multiple VA centers or those who receive care in the community)
For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity - and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
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
Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
This position is at the full performance level
Physical Requirements: None
Duties
Completes in-patient and out-patient scheduling needs
Serves as the primary Point of Contact for incoming calls
Coordinates with care line management and supervisors to review clinic utilization and wait times using various reports
Develops and maintains effective and efficient communications with patients, community partners, VA medical centers, and other agencies
Adjusts workflow and work sequencing to meet team and patient needs
Makes administrative notes in veterans Electronic Health Record chart
Assists Veterans with coordinating self-assessments, education forms, and tallying totals for therapists
Presents data to leadership with observations and recommendations for scheduling action, customer service concerns, clinic profile development, and modification within the service
Total Rewards of an Allied Health Professional Work Schedule: Full-Time - 0730-1600
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
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 off per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior work experience or military service experience
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
Telework: Ad-hoc - may be available
Virtual: This is not a virtual position
Functional Statement #: 00000000
Permanent Change of Station (PCS): Not Authorized
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