Advanced Medical Support Assistant

Veterans Health Administration • Spokane, WA

7d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves as a liaison among patients, nursing and medical staff, outside agencies, and other VA Medical Centers in the assigned area, serving both internal and external customers. AMSAs provide administrative support to clinical colleagues and help enable timely, accurate, and accessible health care. They may be assigned to any medical center department or service line with a staffing need. The position may serve as a secondary preceptor and subject matter expert for Medical Support Assistant functions, fill in as Acting Lead when the Lead is absent, take escalated calls, and assist with team training. The AMSA also participates in patient-care planning and management of Community Care coordination activities using VANTS and virtual meetings with a contract vendor. The role requires independently managing responsibilities, setting priorities and deadlines, and adjusting workflow to meet team and patient needs. Additional work includes inpatient medical record processing and record keeping, manual and electronic data entry, reception and communication for incoming and outgoing customers, and compiling data and preparing reports using Microsoft Office software.

The work schedule is 0800–1630. Compressed or flexible scheduling is not available. Telework is ad hoc only; this is not a virtual position. The position requires a high school diploma or equivalent and one year of qualifying experience equivalent to GS-5, along with the stated knowledge, skills, and abilities. The full performance level is GS-6. Physical duties include lifting and carrying items, occasional walking and standing, sitting, reaching, twisting, bending, and handling equipment and paperwork. A 1- or 2-year trial period is required.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED, or qualifying state or territorial proficiency certificate.
• One year of experience equivalent to GS-5 performing relevant healthcare administrative duties in an inpatient or outpatient setting.
• Experience independently performing healthcare-service duties, advising clinical staff on administrative processes, and providing administrative support such as answering phones, greeting patients, relaying messages, and scheduling appointments, including interpreting and verifying provider orders under VHA scheduling guidelines.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care, community care models, and patient health care portals.
• Advanced knowledge of policies and procedures for coordinated care and community care operations 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 accomplish team goals and meet patient-care needs.
• Ability to independently set priorities and organize work to meet deadlines and comply with 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.
• Provide a resume documenting job titles, duties, month and year start and end dates, and hours worked per week.
• Meet pre-employment requirements, including an online assessment, background/security investigation, physical evaluation, onboarding, and seasonal influenza vaccination requirements.
• Complete all application requirements and provide acceptable identification and any required education documentation.

Nice To Haves

• Previous experience as a Medical Support Assistant.
• Experience working in a call center.
• Experience performing administrative healthcare functions.

Responsibilities

• Serve as a liaison among patients, nursing staff, medical staff, outside agencies, and other VA Medical Centers.
• Provide administrative support to clinical colleagues and serve internal and external customers.
• Act as a secondary preceptor for new Medical Support Assistant staff and serve as a subject matter expert on MSA functions and duties.
• Fill in as Acting Lead when the Lead is absent and take over escalated calls from other MSAs.
• Assist in training team members in specific administrative or technical areas.
• Participate in team meetings for patient-care planning and management of Community Care coordination using VANTS and virtual meetings with a contract vendor.
• Independently manage responsibilities, set priorities and deadlines, and adjust work sequencing to meet team and patient needs.
• Process and maintain inpatient medical records.
• Perform manual and electronic data entry.
• Provide reception and communication for incoming and outgoing customers.
• Use Microsoft Office software to compile data and formulate reports.
• Communicate with internal and external customers, resolve patient concerns, and prepare or present reports and data as needed.

Benefits

• Federal employee benefits package is available to eligible employees; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

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