Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Phoenix, Arizona
Summary The Advanced Medical Support Assistant (AMSA) position is assigned to the Health Administration Service (HAS) and serves as administrative support within the Phoenix VA Medical Center. The incumbent in this assignment will support Outpatient Clinics, Patient Call Center, or the Consult Team and can be reassigned to work in any clinic due to low staffing or operational needs. Responsibilities The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The AMSA duties include maintaining appointment schedules, scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care. Incumbent will recommend changes to existing clinic procedures based on current administrative guidelines. 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. Other assignments at this level include but are not limited to: - Prepares written correspondence to notify patients of normal lab results. - Verifying and updating demographics and insurance information (ICB). - Encourages the use of new processes. - Processes incoming secured messaging through MyHealthyVet. - Utilizes the medical record to enter information and research the needs of the patient as appropriate. - Manages patient systems to verify and validate accuracy and resolve concerns. - Provides excellent customer service and assists in providing front line resolution when applicable. - Manages patient systems to verify and validate accuracy and resolve issues. - Evaluates patient information and clinic schedules 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) Work Schedule: 9:00am to 5:30pm, Monday - Friday Telework: Not Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Advanced Medical Support Assistant/PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week. Basic Requirements: Citizenship. Citizen of the United States. 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: Six months experience f 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. Grade Determinations: GS-6 Advanced MSA Experience. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate 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. 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; as needed; 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 (difficulty), 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. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. 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. Education There is no educational requirement/supplement for this grade level. Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.