Advanced Medical Support Assistant

Veterans Health Administration • Menlo Park, CA

6d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) provides administrative and clerical support for the Dental Clinic, managing front desk operations and coordinating patient care services. The role includes scheduling and managing appointments, maintaining no-show records, and providing timely, professional customer service by phone and in person. The AMSA works with dental providers to keep clinic schedules appropriately filled and ensure the timing and complexity of scheduled procedures are suitable. The position is not available for telework and is not virtual. The full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for placement at GS-06.
• Advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care delivery or care-in-the-community models and patient health care portals, as related to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care delivery or care-in-the-community 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 a wide range of medical clinicians across multiple disciplines.
• Ability to independently set priorities and organize work to meet deadlines while following established processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing.
• Complete required background/security investigation, onboarding, pre-employment physical evaluation, and required application documentation.
• Subject to urinalysis drug screening if tentatively selected for a testing-designated position; refusal results in denial of employment.
• Seasonal influenza vaccination is required for VA Health Care Personnel.
• Serve a 1- or 2-year trial period, with continued employment dependent on written certification that it advances the public interest.
• Male applicants born after December 31, 1959 must meet Selective Service registration requirements.
• No license, certification, or registration is required.

Responsibilities

• Check patients in and out for clinic visits and record no-show information when applicable.
• Work with dental providers to fill clinic schedules and maximize clinic productivity, with a stated goal of filling more than 90% of appointment slots.
• Ensure appropriate time is allotted for scheduled procedures and that the complexity of procedures scheduled each day is appropriate.
• Schedule, cancel, and reschedule patient appointments.
• Schedule follow-up visits for crowns, bridges, and dental appliances in accordance with treatment plans.
• Coordinate timely appointments for urgent and emergency dental care.
• Respond to telephone calls, voice messages, and secure messages professionally and promptly; direct calls and relay messages as needed.
• Collaborate and communicate with medical clinicians across multiple disciplines to support patient care and team goals.
• Organize and prioritize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate with internal and external customers electronically, by phone, in person, and in writing, including resolving patient concerns and preparing or presenting reports and data as needed.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Possible credit toward annual leave accrual based on prior work or military service, subject to request and approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement of a child.
• Eligible full-time employees may receive a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and a federal 401(k), with VA contributions up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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