Advanced Medical Support Assistant

Veterans Health Administration • Brownsburg, IN

10d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) provides technical administrative support to Health Administration Service at the Richard L. Roudebush VA Medical Center Clinic in Brownsburg, Indiana. The AMSA supports physicians, physician assistants, nurses, nursing assistants, and other medical staff who provide direct patient care, and serves as a key source of information about patient care and patient flow.

As a frontline contact for patients and staff, the AMSA communicates with veterans and their families with tact, diplomacy, compassion, and sensitivity. The role handles incoming calls, identifies the nature of requests, and provides appropriate information while following privacy rules and clinic processes. The AMSA coordinates and schedules appointments and provider orders, including consultations, laboratory work, imaging, and specialty clinic visits. Scheduling is performed with patient input, with attention to coordination, clinic access, applicable directives, and timely correction of errors. The role also reviews pending consults, manages clinic availability when clinicians are absent, and helps veterans submit beneficiary travel requests.

The position is full-time, with a Monday–Friday schedule. The standard schedule is 8:00 a.m.–4:30 p.m.; flexible start times may range from approximately 7:30 a.m. to 8:30 a.m., depending on service needs and the selected candidate. The work is sedentary, though occasional walking, standing, bending, carrying light items, or driving may occur. The position is not virtual, and telework is not available.

Requirements

• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state- or territory-issued proficiency certificate, or eligibility under the stated grandfathering provision for qualifying current VHA employees.
• For GS-06: one year of creditable experience equivalent to the next lower grade.
• Advanced knowledge of technical healthcare processes related to access to care, including scheduling across interdisciplinary coordinated-care or community-care models and patient health portals.
• Advanced knowledge of policies and procedures for coordinated care or 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 support team goals and patient care.
• 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 resolving patient concerns and preparing or presenting reports and data.
• Must pass a pre-employment physical evaluation and background/security investigation, and participate in the seasonal influenza vaccination program.
• Must complete the required application steps, online assessment, and online onboarding process; required identification and application documents must be provided.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Serve as a frontline contact for patients and staff, communicating with veterans and their family members in a courteous, tactful, compassionate, and sensitive manner.
• Screen and receive phone calls, determine the nature of requests, and provide appropriate information in accordance with privacy rules and established clinic processes.
• Follow through on providers’ orders by scheduling consultations, laboratory work, X-rays, and other specialty clinic appointments.
• Schedule appointments with patient input, in person or by phone, coordinating appointments to reduce unnecessary trips when possible.
• Notify the supervisor when clinic access is inadequate or a patient cannot be scheduled within mandated timeframes.
• Review active and pending consults daily.
• Schedule appointments in accordance with applicable scheduling directives, enter appointments upon receipt, and correct scheduling errors within one day of receipt.
• Schedule return appointments before patients leave the checkout area and provide an appointment card or letter if desired.
• Cancel clinic availability in scheduling grids for assigned Teamlets when notified of a clinician’s absence.
• Assist veterans in creating beneficiary travel requests using a paper form or veteran kiosk.
• Communicate and interact with people from varying backgrounds and healthcare team members to complete assignments.
• Use office automation equipment, software, and databases to make clinical appointments and organize and maintain record systems.
• Maintain patient confidentiality in accordance with HIPM requirements.

Benefits

• 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.
• Eligible selected applicants may receive credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with a child’s birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income and program limits.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.
• Competitive salary and regular salary increases; a higher step rate may be considered based on qualifications or VA needs.

What This Job Offers

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