Advanced Medical Support Assistant

Veterans Health Administration • Appleton, WI

13h • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves within Medical Administration Services at the John H. Bradley Outpatient Clinic in Appleton, Wisconsin. The position supports clinic operations and patient access by coordinating appointment schedules, communicating with patients and care teams, managing patient information, and helping ensure patients are prepared for visits and procedures.

The AMSA works with interdisciplinary care teams, VA medical centers, and other agencies to support coordinated care, including communication during inpatient-to-outpatient transitions. The work is primarily sedentary in a typical office setting and involves computer and telephone tasks. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for appointing non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in basic written and spoken English.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• One year of specialized experience directly related to Medical Support Assistant duties, equivalent to GS-05, demonstrating the knowledge, skills, and abilities needed for the position.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently prioritize and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing; may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care delivery and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care and care-in-the-community operations that affect patient flow and support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must meet federal employment conditions, including applicable background/security investigation, onboarding, identification, Selective Service registration for applicable applicants, and seasonal influenza vaccination requirements.
• Must complete the application requirements listed in the announcement’s Required Documents section.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Coordinate with the patient care team to review clinic appointment availability and utilization, monitor schedules, and make adjustments as needed to support clinic needs.
• Review and follow up daily on open encounters and return-to-clinic orders.
• Develop and maintain effective communication with patients, interdisciplinary coordinated care delivery teams, VA medical centers, and other agencies, including assisting with inpatient-to-outpatient discharge communications.
• Operate computerized programs and enter appropriate information into the electronic record.
• Demonstrate courtesy and professionalism when interacting with patients and others.
• Perform required pre-registration activities.
• Screen and receive phone calls courteously and in a timely manner.
• Process incoming patient secure messages through MyHealtheVet and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care through information sharing and collaboration.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether an immediate appointment is needed.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package available to eligible employees and their families.
• Selected applicants may qualify to receive credit toward annual leave accrual for prior work or military service, subject to request and approval before appointment.

What This Job Offers

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