Advanced Medical Support Assistant

Veterans Health Administration • Salt Lake City, UT

12d • Onsite

About The Position

The Salt Lake City VA Health Care System is recruiting an Advanced Medical Support Assistant (AMSA) for Health Administration Service and Community Care Service in Salt Lake City, Utah. The AMSA provides customer service, appointment scheduling, and administrative support to assigned clinics and providers, coordinating care for patients in the medical center and outpatient clinics. The role works closely with clinic staff and interdisciplinary teams to support timely patient care and service goals.

The AMSA coordinates administrative activities for PACT, BHIP, specialty care, community care, and Choice services. This includes receiving and processing electronic consults, obtaining required documentation, arranging appropriate appointments, and closing completed consults. The position also provides patients with instructions for preparation for tests and procedures according to the requirements of the relevant specialty services and community providers.

The position is located in Salt Lake City, Utah, and is not virtual. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with ad hoc telework. The full performance level is GS-0679-06. No relocation or recruitment incentives or permanent change-of-station authorization are offered.

Requirements

• United States citizenship, subject to the stated VA policy for non-citizens.
• High school diploma, GED, or qualifying proficiency certificate; proof of completion is required unless covered by the grandfathering provision.
• One year of experience equivalent to GS-05, including relevant medical-support work in a healthcare setting.
• Knowledge of medical terminology and experience scheduling, canceling, and rescheduling appointments or consults, including interpreting and verifying provider orders.
• Experience using Microsoft Office, entering no-show information, monitoring electronic wait lists, preparing for clinic visits, and monitoring inpatient and outpatient appointments.
• Experience ensuring encounter forms are completed for workload credit; verifying and updating demographic and insurance information; and processing emergency and non-emergency transfers.
• Experience with basic eligibility, copay, and preauthorization requirements for specific coverage.
• Ability to collaborate, communicate, set priorities, and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively orally and in writing, including preparing reports and presenting data.
• Advanced knowledge of healthcare processes related to access to care, clinic management, operational policies affecting patient flow and care, and medical terminology.
• Ability to use reference sources and make decisions independently, and to support team collaboration and problem-solving in a complex systems environment.
• Proficiency in written and spoken English.
• Must complete required application steps and an online assessment; undergo a background/security investigation and pre-employment TB examination; and participate in the seasonal influenza vaccination program.
• Must complete the required online onboarding process and provide acceptable identification for pre-employment requirements.
• Must serve a one- or two-year trial period, during which continued employment is evaluated.

Nice To Haves

• Experience in a fast-paced ambulatory care setting, preferably as part of a PACT team.
• Strong patient registration, scheduling, and care-coordination skills across multiple providers or services.
• Proficiency with VA electronic health record systems such as CPRS, VistA, or Cerner, and consult management.
• Excellent customer service and communication skills focused on patient advocacy and satisfaction.
• Knowledge of medical terminology and ability to interpret and process provider orders.
• Experience handling sensitive patient information in compliance with HIPAA and VA policies.
• Ability to multitask, manage time effectively, adapt to new initiatives and changing healthcare environments, and work independently and as part of an interdisciplinary team.

Responsibilities

• Greet patients and check them in and out for appointments.
• Schedule, cancel, and reschedule appointments; interpret and verify provider orders and consults in accordance with VHA scheduling directives and guidelines.
• Provide inbound and outbound phone support and complete documentation related to care coordination.
• Monitor clinic setup, appointment availability, utilization, and schedules, and make adjustments to meet clinic needs.
• Communicate and coordinate with patients, interdisciplinary teams, VA medical centers, contract vendors, affiliates, community health providers, and third-party administrators.
• Facilitate and process secure messaging between patients and care teams, and notify patients of normal lab results.
• Develop and manage tracking systems for follow-up care, including consults and tests.
• Participate in team huddles and meetings to plan, manage, problem-solve, and follow up on patient care.
• Set priorities and deadlines and sequence work to meet team and patient needs while complying with established processes, policies, and regulations.
• Reinforce care plans and self-help solutions with the team when appropriate, and enter relevant information into the electronic record.
• Monitor pre-appointment requirements, such as imaging and lab work, to ensure readiness for visits and procedures.
• Monitor orders, consults, and recalls for accuracy; resolve issues and schedule or disposition items as needed.
• Review consults and obtain necessary documentation to facilitate care coordination; ensure appropriate appointments are provided and close out completed consults.
• Provide patients with appropriate instructions for test preparation, diets, and procedural requirements.
• Evaluate patient information and clinic schedule lists to identify patients requiring immediate appointments and inform team members about shared patients.
• Support patient safety by using correct VA patient-identification procedures and following responsibilities for medical emergencies.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Perform other duties as assigned by the MSA Supervisor or Lead MSA.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential 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 birth, adoption, or foster placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility criteria.
• 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.

What This Job Offers

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