Advanced Medical Support Assistant

Veterans Health Administration•San Diego, CA

18d•Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves the Radiology Service at the San Diego VA Healthcare System, collaborating with the patient care team to schedule outpatient imaging appointments and coordinate inpatient imaging procedures. The position provides administrative support to one or more outpatient imaging clinics and is an integral member of the imaging team. The AMSA may need to move between work locations to provide cross-coverage and patient care support. The incumbent reviews and retrieves relevant medical information in the computerized patient record system, communicates with patients to determine whether they meet criteria for requested imaging procedures, and explains pre-appointment requirements and restrictions. The AMSA schedules appointments using the Radiology Package, coordinates clinic schedules with staffing and equipment availability, and performs patient check-in, registration, phone, and visitor reception duties. The role requires protecting patient confidentiality, providing courteous customer service, managing multiple tasks and paperwork, and working with staff across clinics. The incumbent also orients staff to basic administrative policies and procedures and follows applicable VA policies and procedures. Work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m., subject to change based on agency needs. Compressed or flexible scheduling is not authorized; telework is not available, and the position is not virtual. The position is in the Excepted Service. A one- or two-year trial period is required.

Requirements

U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
High school diploma, GED, or state or territorial proficiency certificate.
One year of specialized experience equivalent to GS-5 for the GS-6 grade level.
Advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical instructions to patients.
Customer-service skills, including identifying customer concerns and referring them to appropriate staff for resolution.
Ability to operate computerized systems to enter, modify, and retrieve sensitive medical and personally identifying information in electronic health records, scheduling systems, or reports.
Ability to schedule medical appointments in a clinical setting and independently perform a wide range of patient-support duties.
Ability to communicate effectively and professionally in person, electronically, by telephone, and in writing with internal and external customers.
Advanced knowledge of healthcare processes and access-to-care workflows, including interdisciplinary care delivery and patient portals.
Advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Ability to collaborate and communicate with medical clinicians across multiple disciplines to support patient care and team goals.
Ability to set priorities and organize work independently to meet deadlines and comply with processes, policies, and regulations.
Must be proficient in written and spoken English.
Must complete required background/security investigation and online onboarding; seasonal influenza vaccination is required for VA Health Care Personnel.
Must serve a one- or two-year trial period.
Physical ability to lift moderately (15–44 pounds), carry light loads (under 15 pounds), reach above the shoulder, use fingers, and walk up to one hour; hearing aids are permitted.

Nice To Haves

Experience with Windows-based computers and ability to type 40 words per minute.
Experience scheduling radiologic procedures using an electronic appointment package.
Ability to quickly learn and retain complex information about radiologic procedure scheduling and related processes.
Experience rotating positions to provide cross-coverage.
Experience in a structured, fast-paced, high-volume, changing work environment, with the ability to adapt and handle stress professionally and collaboratively.
Experience in a customer-service-oriented work environment serving a variety of individuals and maintaining a professional appearance.
Experience working both as part of a team and independently on assigned work.
Experience multitasking, including scheduling imaging procedures by phone and in person while coordinating paperwork.

Responsibilities

Review and retrieve patient medical information in CPRS to support imaging appointment scheduling.
Communicate with patients to determine whether they meet criteria for requested imaging procedures and explain required preparation, restrictions, laboratory tests, fasting, or pre-medication.
Schedule outpatient imaging appointments and coordinate inpatient imaging procedures using the Radiology Package.
Create and coordinate daily appointment schedules while considering radiologist and technologist staffing, other clinical staff, rooms, suites, and equipment availability.
Perform receptionist duties, including patient check-in, registration, answering calls, and receiving visitors.
Provide information courteously and in accordance with privacy rules and established processes; explain the VA's mandate to collect insurance information.
Manage phone and in-person scheduling concurrently and coordinate associated paperwork and electronic documents.
Provide administrative support to outpatient imaging clinics and collaborate with the imaging team and other clinics.
Orient staff to basic administrative policies and procedures concerning outpatient scheduling and other administrative topics.
Provide cross-coverage by moving between work locations as assigned.
Adhere to applicable VA local, national, and service policies and procedures.