Advanced Medical Support Assistant (Community Care)

Veterans Health Administration • Indianapolis, IN

2d • Onsite

About The Position

This position is located in the Community Care Service at the Richard L. Roudebush VA Medical Center in Indianapolis, Indiana. The Advanced Medical Support Assistant (AMSA) is a key member of the Patient Care Team, providing specialized administrative support and guidance to clinicians and other staff who deliver direct patient care. The role uses administrative judgment and a broad range of clinical-flow processes to support access to care across multiple clinics, specialties, and community-care resources.

The AMSA coordinates clinic schedules and appointment availability, supports patient communications and follow-up, and collaborates with interdisciplinary care teams, VA medical centers, non-VA facilities, and other agencies. The role includes processing incoming MyHealtheVet secure messages, participating in team huddles and meetings, maintaining accurate electronic records and patient-system information, identifying incomplete encounters, and monitoring pre-appointment requirements. The AMSA also uses word-processing and office-automation tools to manage electronic files and correspondence.

Work schedule: Monday through Friday, either 7:30 a.m.–4:00 p.m. or 8:00 a.m.–4:30 p.m. Telework is not available; this is not a virtual position. Relocation, recruitment incentives, and permanent change of station are not authorized.

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 equivalency certificate, or state or territorial proficiency certificate; no educational substitution is available for this occupation and grade.
• One year of creditable experience equivalent to the next lower grade.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary care and community-care models and use of patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary 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 medical clinicians across multiple disciplines to accomplish team goals and ensure patient care needs are met.
• 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 electronically, by phone, in person, and in writing with internal and external customers, including preparing reports, presenting data, and resolving patient concerns.
• Must complete the application and required assessment steps; subject to background and security investigation and online onboarding.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Provide specialized administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Apply administrative judgment and clinical-flow processes to facilitate access to care across clinics, specialties, and community-care resources.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Use advanced patient systems in support of multiple clinics.
• Review appointment availability and clinic utilization; monitor schedules and make adjustments as needed to support clinic needs.
• Maintain effective communication with patients, interdisciplinary care teams, VA medical centers, non-VA facilities, and other agencies.
• Assist with communications during inpatient-to-outpatient discharge and communicate with non-VA medical facilities.
• Prepare correspondence notifying patients of normal laboratory results and manage follow-up systems for consults, tests, and other care.
• Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care; share information, set priorities and deadlines, and adjust work flow to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers; assist the team in reinforcing the plan of care and self-help solutions.
• Enter appropriate information into the electronic record and monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Use patient systems to verify and validate information, resolve issues, and evaluate patient information and clinic schedules to identify patients who may need immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or through community care.
• Use word-processing software and office-automation functions to store and retrieve electronic documents, operate printers, format correspondence and reports, and send and receive email.

Benefits

• Federal employee benefits package available to the employee and family, with eligibility depending on position type.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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