Advanced Medical Support Assistant

Veterans Health Administration • San Francisco, CA

3d • Onsite

About The Position

The Patient Aligned Care Team Advanced Medical Support Assistant (PACT AMSA) performs advanced clerical and administrative work supporting physicians, physician assistants, nurses, nursing assistants, and other medical facility staff. The AMSA works independently and accurately in an interdisciplinary coordinated care delivery model at the San Francisco VA Health Care System, helping provide coordinated, efficient, high-quality, patient-centered care. The AMSA is the primary point of contact for patients by phone and in person, serves as a liaison to clinical staff, and provides administrative support to the assigned clinic.

The role includes managing appointments and consults; communicating appointment information to patients; maintaining and updating patient records and eligibility information; operating and responding to telephone and voicemail systems; monitoring patient-access reports and follow-up lists; and entering accurate information into CPRS/VISTA and other clinical systems. Additional assignments may include timekeeping, encounter completion, Hoptel coordination, patient travel, serving as an Automated Data Processing Applications Coordinator, and ordering supplies.

The AMSA also supports lobby management, correspondence, filing, mail and document distribution, and office supplies. For walk-in patients requiring triage, the AMSA completes initial paperwork, notifies appropriate nursing staff, and promptly brings urgent matters to nursing or physician staff. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. PST. Telework and virtual work are not available.

Requirements

• One year of experience equivalent to the GS-5 grade level.
• Experience demonstrating knowledge, skills, and abilities associated with current Medical Support Assistant responsibilities or an equivalent administrative patient-support role in a non-VA inpatient or outpatient medical setting.
• Proficiency in spoken and written English.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to achieve team goals and meet patient care needs.
• Ability to independently set priorities and organize work to meet deadlines while complying 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 preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of the technical health care process and its relationship to access to care, including interdisciplinary scheduling and care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and care-in-the-community operations affecting patient flow and administrative patient support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Complete all required application steps, including the online assessment; meet applicable background/security and onboarding requirements.
• For males born after December 31, 1959, Selective Service registration is required.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Serve as the primary patient contact by phone and in person, liaising with clinical staff and providing administrative assistance to the assigned clinic.
• Collaborate with interdisciplinary care team members to support coordinated, efficient, patient-centered care.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show and cancellation information.
• Send appointment notifications, instructions, reminders, and cancellation letters, and check in patients for appointments.
• Verify and update patient demographic information and perform basic eligibility, copay, preauthorization, and insurance-capture tasks.
• Answer and direct calls using a computer-based, multiline phone system; take accurate messages and document contacts in CPRS via view alerts.
• Check and respond to voicemail and handle incoming and outgoing faxing and distribution.
• Monitor and manage reports, lists, and suspense items, including electronic wait lists, unseen reports, recall reminders, open encounters/EARRS, NEARS, Veteran Choice Lists, missed opportunity reports, and consult management and tracking.
• Enter complete and accurate information into CPRS/VISTA and other clinical information systems as appropriate.
• Perform lobby management, including keeping the lobby presentable, restocking materials, and being mindful of Veterans waiting longer than 15 minutes.
• Type and prepare documents using word-processing software and equipment; respond to correspondence and perform general filing.
• Maintain office supplies when designated as a shopper; receive, sort, and distribute incoming and outgoing mail and other documents.
• Complete initial paperwork for walk-in triage patients, notify appropriate nursing staff, and promptly escalate urgent matters to nursing or physician staff.
• As assigned, perform timekeeping, encounter completion, Hoptel request coordination, patient travel tasks, ADPAC duties, and supply ordering.

Benefits

• Federal employee benefits package; specific benefits eligibility depends on position type and other factors.
• Selected applicants may qualify to request credit for prior work or military service toward annual leave accrual; approval is required and not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed