Advanced Medical Support Assistant
The AMSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. AMSA's will successfully complete and maintain all required scheduler and soft skills training. Assignments at this level include, but are not limited to:
scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing beneficiary travel, basic enrollment, eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). The Advanced Medical Support Assistant coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Work Schedule:
Monday - Friday 8:
00 a.m. - 4:
30 p.m. Financial Disclosure Report:
Not required 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 3j.
Experience:
Applicants must have one year of experience equivalent to the next lower grade level (GS-05). Experience at the GS-5 level is to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; schedule medical appointments in a clinical setting; work independently in the accomplishment of a wide variety of duties performing patient support work; communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; skill in customer service to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Certification:
None required. Grade Determinations:
GS-06 (Advanced MSA):
Experience:
In addition to meeting experience at the next lower grade as described above, you must also possess the following Knowledge, Skills, and Abilities (KSAs):
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. Independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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 in 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 in 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. References:
VA Handbook 5005/117, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD , dated August 1, 2019. This can be found in the local Human Resources Office. Preferred
Experience:
Experience scheduling and coordinating appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary; coordinating appointments schedules with other clinics in order to avoid conflicts; ensuring appointments are timely and in accordance with physicians' requests; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); entering appropriate information into the electronic record; managing electronic wait list to verify and validate accuracy and resolve issues; providing information via telephone and in person to the general public, members of the professional staff, patients, and other medical center personnel in response to inquiries regarding appointments; managing a tracking system for follow up care such as consults, tests, etc.; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; preparing reports in various formats and presenting data to various organizational levels; researching and providing guidance on policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process; providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions. The full performance level of this position is GS-06.
Estimated Salary: $20 to $28 per hour based on qualifications.
scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing beneficiary travel, basic enrollment, eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). The Advanced Medical Support Assistant coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Work Schedule:
Monday - Friday 8:
00 a.m. - 4:
30 p.m. Financial Disclosure Report:
Not required 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 3j.
Experience:
Applicants must have one year of experience equivalent to the next lower grade level (GS-05). Experience at the GS-5 level is to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; schedule medical appointments in a clinical setting; work independently in the accomplishment of a wide variety of duties performing patient support work; communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; skill in customer service to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Certification:
None required. Grade Determinations:
GS-06 (Advanced MSA):
Experience:
In addition to meeting experience at the next lower grade as described above, you must also possess the following Knowledge, Skills, and Abilities (KSAs):
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. Independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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 in 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 in 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. References:
VA Handbook 5005/117, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD , dated August 1, 2019. This can be found in the local Human Resources Office. Preferred
Experience:
Experience scheduling and coordinating appointments for patients with various clinics, ensuring all treatment requested by the physician has been scheduled, and rescheduling appointments when necessary; coordinating appointments schedules with other clinics in order to avoid conflicts; ensuring appointments are timely and in accordance with physicians' requests; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); entering appropriate information into the electronic record; managing electronic wait list to verify and validate accuracy and resolve issues; providing information via telephone and in person to the general public, members of the professional staff, patients, and other medical center personnel in response to inquiries regarding appointments; managing a tracking system for follow up care such as consults, tests, etc.; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; preparing reports in various formats and presenting data to various organizational levels; researching and providing guidance on policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process; providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions. The full performance level of this position is GS-06.
- Department:
0679 Medical Support Assistance - Salary Range:
$38,921 to $50,598 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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