Medical Support Assistant (Advanced) - Mental Health

Veterans Health Administration • Fargo, ND

4d • Onsite

About The Position

The incumbent serves as a Medical Support Assistant (Advanced) (AMSA) within the Fargo VA Health Care System. The AMSA provides clerical administrative support in the coordination, care, and treatment provided to patients throughout Mental Health services.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• Will be required to serve a 1 or 2-year trial period.
• Citizenship: Citizen of the United States.
• Experience: None.
• OR Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration: None.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• GS-5 Grade Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• GS-6 Grade Requirements: Candidates must be able to also demonstrate all of the knowledge, skills and abilities below (KSAs):
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance 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 and presenting data to various organizational levels, as well as resolving patient concerns.

Nice To Haves

• Comfort using common medical/administrative software systems.
• Strong customer service communication skills.
• Ability to manager multiple tasks and stay organized in a busy environment.

Responsibilities

• Follows the current VA Scheduling Directive and Minimum Scheduling efforts.
• Greets and check-in patients, assists patient with mobile check-in if needed; gathers medical information if needed.
• Refers patients to the appropriate member of the health care team as needed.
• Reports backlogs, difficulties in meeting deadlines, and uncooperative physicians.
• Identify customer's concerns, performs the tasks required to resolve the issues accurately and timely, and follow up as necessary to ensure a satisfactory resolution.
• Monitors copying and faxing; answers and routes incoming phone calls.
• Checks recall reminder lists to avoid delinquencies; prepares for clinics-including printing appointment and clinic lists.
• Maintains medical charts: generates patient workload reports and monitors activity; serves a technical advisor and liaison (VISTA, CPRS, VSE, IPPS, etc.,); responds to secure messages; responds to appointment requests through VAOS.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

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