Advanced Medical Support Assistant

Veterans Health Administration • Albany, NY

1d • Onsite

About The Position

This position is located at the Albany VAMC. The Advanced Medical Support Assistant (MSA) works collaboratively in an interdisciplinary coordinated care delivery model, such as a Patient Aligned Care Team. The MSA performs receptionist, scheduling, customer-service, and related duties to support the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. The position independently manages responsibilities with little supervision, setting priorities and deadlines and adjusting work flow to meet team and patient needs. The MSA coordinates administrative services for Veterans, their families and caregivers, the public, and administrative and clinical staff to help ensure continuity of inpatient and outpatient care. The role also supports clinic access, quality assurance, workload reporting, and resolution of patient concerns.

Work schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. A permanent change of station and recruitment or relocation incentives are not authorized. The position is permanent and is in the Excepted Service; it does not confer competitive status. The selected applicant must serve a one- or two-year trial period.

Requirements

• U.S. citizenship, with limited exceptions for non-citizens where qualified citizens cannot be recruited under applicable law.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for the Advanced Medical Support Assistant GS-06 level.
• Advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care delivery or community-care models and patient health care portals, as it relates to access to care.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care delivery or community-care operations affecting patient flow and administrative support functions, 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 while complying 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; this may include preparing reports in various formats, presenting data to different organizational levels, and resolving patient concerns.
• Complete all required application steps, including the online assessment.
• Pass a background/security investigation and pre-employment physical examination; complete online onboarding and provide acceptable identification.
• Register for Selective Service if male and born after December 31, 1959.
• Participate in the seasonal influenza vaccination program as a Department of Veterans Affairs Health Care Personnel requirement.
• Meet the applicable education-recognition requirements if using education to qualify; foreign education requires a Certificate of Foreign Equivalency with transcripts.
• Serve a one- or two-year trial period, subject to written certification that continued employment advances the public interest.

Responsibilities

• Independently manage position responsibilities with little supervision; set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Participate in daily team huddles and weekly team meetings concerning patient care planning and management, except when covering during staff shortages.
• Verify Veterans' insurance and demographic information when they arrive for appointments.
• Coordinate administrative services for Veterans, family members, caregivers, the general public, and administrative and clinical staff to support continuity of inpatient and outpatient care.
• Develop and maintain effective working relationships with clinical and administrative staff to determine priorities supporting direct patient care.
• Conduct special audits, studies, and surveys to help develop procedures and collect complete and appropriate data for reporting and revenue generation.
• Generate patient workload reports for validation and monitor clinical-area activity to ensure consistent and accurate reporting.
• Organize and implement quality-assurance monitors and prepare administrative reports and documents for the supervisor and Clinic Practice Management leader.
• Conduct patient and employee surveys and interviews, observe workflow, guide patients through the hospital system, enter referrals when appropriate, document complaints, provide follow-up, and suggest resolutions to the supervisor.
• Schedule appointments in a timely manner.
• Serve as a technical advisor and liaison with contacts at all levels.
• Assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other providers when staffing or coverage conflicts occur.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide requested information in accordance with privacy rules and established clinic processes.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package available to the employee and family, subject to position eligibility.
• Potential credit toward annual leave accrual for prior work or military service, if requested and approved before appointment; approval is not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed