Advanced Medical Support Assistant

Veterans Health Administration • Flagstaff, AZ

7d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves as a Clinical Clerk and provides specialized, expert administrative patient support within the VHA Patient Aligned Care Team (PACT) initiative. The role supports interdisciplinary clinics, call centers, and Community Based Outpatient Clinics (CBOCs), working collaboratively in an interdisciplinary coordinated care delivery model. The AMSA uses administrative judgment and a range of clinical-flow processes to support access to care across multiple clinics, specialties, and community-care resources. The position is expected to recommend procedural changes based on current administrative guidelines and use advanced patient systems to support multiple clinics.

The AMSA monitors clinic appointment availability and schedules to support clinic needs, coordinating with the patient care team and adjusting schedules as necessary. The role maintains effective communication with patients, care teams, VA medical centers, and outside agencies. Additional work may include processing incoming My HealtheVet secure messages, participating in team huddles, following up on patient-care matters, identifying incomplete encounters, entering information into electronic records, checking pre-appointment requirements, and evaluating whether patients need immediate appointments.

The work schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. The position is not virtual, and telework is not available. The full-performance level and actual selection grade are GS-06. The position requires a 1- or 2-year trial period. Applicants selected should be prepared to onboard within 30 days after the announcement closes.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• Proficiency in spoken and written English.
• For the GS-06 grade determination, one year of experience equivalent to the GS-05 level, including experience interacting with internal and external customers; maintaining outpatient and inpatient charts and administrative records; verifying and updating demographic and insurance information; obtaining medical information from patients; coordinating patient-care information and actions; and scheduling appointments under VHA national scheduling guidelines.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goals and support patient care.
• Ability to set priorities and organize work independently 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; this may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated care scheduling and patient healthcare portals.
• Advanced knowledge of policies and procedures for interdisciplinary 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.
• Must pass a background/security investigation and pre-employment physical evaluation.
• Must participate in the seasonal influenza vaccination program.
• Must complete the online onboarding process and required pre-employment steps, including applicable identification, fingerprinting, background check, credentialing, and medical examination requirements.
• Must complete all application requirements in the announcement’s Required Documents section.
• Must serve a 1- or 2-year trial period.
• Physical capability for moderate lifting of 15–44 pounds, light carrying under 15 pounds, reaching above shoulder level, use of fingers, and walking for up to one hour; hearing aids are permitted.

Nice To Haves

• Current VHA employees in this occupation may qualify under the applicable grandfathering provision.
• Prior work or military service may qualify for credit toward annual leave accrual, subject to request and approval before appointment.

Responsibilities

• Perform receptionist, customer-service, and other administrative duties to support timely patient treatment.
• Maintain appointment schedules for one or more outpatient clinics and serve in more than one PACT or specialty clinic area.
• Validate and update patient demographic information during check-in or by telephone.
• Collect, scan, and update health-insurance information in support of the revenue process.
• Ensure required health and administrative information is integrated into CPRS by sending documents for scanning or completing the function within the assigned area.
• Screen and receive telephone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Interpret and communicate VHA Scheduling Directive requirements, complete accurate scheduling, and assist in training other MSA levels.
• Monitor clinic appointment availability and schedules, coordinate with care teams, and make adjustments as needed to support clinic and patient needs.
• Communicate and coordinate with patients, interdisciplinary care teams, VA medical centers, and other agencies, including supporting inpatient-to-outpatient discharge communications and communication with non-VA facilities.
• Prepare patient correspondence, including notices of normal laboratory results, and manage follow-up systems for consults, tests, and other care.
• Process incoming patient secure messages through My HealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to plan, manage, problem-solve, and follow up on patient care.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing care plans and self-help solutions.
• Enter appropriate information into the electronic record and monitor pre-appointment information and requirements for readiness.
• Use patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether a patient requires an immediate appointment.
• Inform team members about shared patients receiving care at multiple VA centers or through community care.
• Recommend changes to clinic procedures based on current administrative guidelines.

Benefits

• Competitive salary and regular salary increases.
• 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.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with the birth, adoption, or foster-care placement of a child.
• Eligible full-time employees with family income below $144,000 may qualify for a childcare subsidy after 60 days of employment, up to 25% of eligible childcare costs and a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and federal 401(k) with VA contributions of up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Potential 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