Advanced Medical Support Assistant

Veterans Health Administration • Corpus Christi, TX

2d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves above the full-performance level as a Mental Health Medical Support Assistant and is a foundational member of the VA Behavioral Health Interdisciplinary Program (BHIP) Team-Based Care initiative. The AMSA works collaboratively with an expanded interdisciplinary mental health team, including pharmacists and behavioral health staff, to support coordinated care.

The position provides specialized administrative patient support across outpatient clinics. Duties include reception and customer service, maintaining clinic appointment schedules, coordinating changes to appointments when access or staffing conflicts arise, supporting patient identification and demographic updates, collecting and updating health insurance information, and promoting enrollment in and use of My HealtheVet. The AMSA handles patient and staff inquiries with tact, sensitivity, and respect for privacy, and ensures received records are integrated into the Computerized Patient Record System (CPRS).

The AMSA participates in daily BHIP huddles and weekly team meetings, independently organizes work and priorities, and applies VHA scheduling directives to schedule appointments and manage the Electronic Waiting List. The role includes reviewing consults and mental health tracking systems, monitoring clinic access, notifying supervisors of scheduling barriers, and coordinating with interdisciplinary teams to support patient care and follow-up.

This is an onsite position. Ad-hoc telework may be authorized when deemed necessary by the department. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The position is sedentary, with occasional movement between work areas and meetings; it may involve walking, standing, and carrying or lifting light items weighing less than 15 pounds.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade (GS-05).
• Advanced knowledge of health care processes related to access to care, including scheduling across interdisciplinary care models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including resolving patient concerns.
• Must complete required application steps and an online assessment; selected applicants must complete onboarding and a background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.

Nice To Haves

• One year of experience coordinating provider clinic schedules in a clinical environment.
• One year of experience scheduling patients using medical appointment software in an interdisciplinary coordinated care delivery model.
• One year of experience using medical terminology in an interdisciplinary coordinated care delivery model.
• One year of experience managing patient communications, such as telephone or email, in an interdisciplinary coordinated care delivery model.
• One year of experience documenting appropriate information in an electronic medical record.

Responsibilities

• Perform reception, customer service, and administrative duties to support timely outpatient care.
• Maintain appointment schedules for one or more clinics and adjust appointment times, locations, or dates when access, staffing, or coverage conflicts occur.
• Use two approved forms of identification to verify patient identity and validate or update patient demographic information during check-in or by phone.
• Explain VA requirements for collecting insurance information; collect, scan, and update insurance information and identify patients with third-party insurance.
• Promote veterans’ registration for and use of My HealtheVet.
• Screen and receive phone calls courteously, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Ensure received health and administrative records are integrated into CPRS by sending documents for scanning.
• Participate in daily BHIP huddles and weekly team meetings to plan, manage, and follow up on patient care.
• Schedule appointments with patient input and accurately use the Electronic Waiting List in accordance with VHA scheduling directives.
• Notify the supervisor when clinic access is inadequate or a patient cannot be scheduled within required timeframes.
• Review active and pending consults, mental health databases, and MHTC assignments daily.
• Coordinate clinic availability with the care team, monitor schedules, and make adjustments to support clinic and patient needs.
• Set priorities and deadlines independently, adjusting work flow and sequencing to meet team and patient needs.
• Coordinate communication and follow-up with patients, interdisciplinary team members, VA medical centers, and other agencies as appropriate.
• Support patient safety and the revenue collection process through accurate identification, demographic, and insurance information management.
• Perform other duties or tasks assigned by the supervisor to ensure efficient daily operations.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position eligibility.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED