Advanced Medical Support Assistant

The Advanced Medical Support Assistant (AMSA) has vacancies in the following sections of the service; Care in the Community (CITC), Primary Acute Care Teams (PACT), Call Center and various specialty clinics at multiple locations. AMSAs provide specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model.

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: (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 - Equivalent combination of experience and education.
• 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 3j.

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: Advanced Medical Support Assistant, GS-6 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

• Experience. One year of experience equivalent to the [GS-5] grade level. Assignments at this level include, but are 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. 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.).

AND

• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
  • i. 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.]
  • ii. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  • iii. 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].
  • iv. 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.
  • [v.] 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.
  • [vi.] Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

References: VA Handbook 5005/117 Part II Appendix G45

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

Responsibilities:

IMPORTANT NOTICE: This is an open continuous announcement until September 30, 2025. Qualified applicants will be considered and referred as vacancies become available. This announcement may close without advanced notice.

Major duties of the Advanced Medical Support Assistant (AMSA) include, but are not limited to:

• Adhering to the scheduling policies and procedures.
• Conducting special audits, studies, or surveys to development procedures.
• Ensure appointments are made from a provider's order.
• Coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care.
• Patient check-in process (in its entirety), including the printing of documentation needed for appointment.
• Explaining the VHA mandate to collect insurance information to Veterans and their families.
• Collecting, scanning, and updating health insurance information to aid in the revenue collection process.
• Completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process.
• Utilizing reports to assist in care delivery process.
• Resolving difficult problems and diffuses potential dissatisfaction with VA services.
• Responsible for VHIC Card process, BeneTravel requests assistance, understanding Heritage Medication Program, postage meters, UPS labels, and any other miscellaneous processes.

Work Schedule: Full time; Work schedule will be determine upon selection.
Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, 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) 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.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).
Remote: This is not a remote position
Telework: Not available
Virtual: This is not a virtual position
Financial Disclosure Report: Not required

Salary : $52,116