Medical Support Assistant (Advanced)

Veterans Health Administration•Johnson City, TN

8d•Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) works in the Business Office Enrollment and Eligibility section and serves as the primary administrative contact for current, new, transferring, and travelling Veterans. The role includes advising applicants about the health benefits to which they are legally entitled. As a Patient Service Section AMSA, the incumbent collaborates with the facility’s healthcare team and other VA healthcare facilities in an interdisciplinary approach to care, and coordinates with VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. The position handles health administrative and health-benefits information and supports scheduling and enrollment for Primary Care, Mental Health, specialty care, Toxic Exposure screenings, and Military Environmental consults. The work schedule is Monday through Friday, 7:45 a.m. to 4:30 p.m. The position is not eligible for telework and is not virtual. Relocation and recruitment incentives and permanent change of station are not authorized. The full performance level and actual selection grade are GS-06. Work is generally sedentary and involves operating a computer terminal and managing multiple activities. Some walking, standing, bending, and carrying light items may be required. The work can be stressful during peak clinic hours or days with high clinic activity.

Requirements

U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-5 grade level.
Advanced knowledge of technical healthcare processes related to access to care, including scheduling across interdisciplinary coordinated care and/or care-in-the-community models and patient healthcare portals.
Advanced knowledge of policies and procedures for interdisciplinary coordinated care and/or care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
Advanced knowledge of medical terminology.
Ability to collaborate and communicate with a broad range of medical clinicians across multiple disciplines.
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 with internal and external customers in person, by phone, electronically, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
Pass a pre-employment physical examination and a background/security investigation.
Complete the required online onboarding process and provide acceptable identification and required application documents.
Register for Selective Service if applicable to males born after December 31, 1959.
Participate in the seasonal influenza vaccination program.
Serve a one- or two-year trial period, subject to written certification for continued employment upon completion.
Provide detailed resume documentation of experience, including job title, duties, month and year start/end dates, and hours worked per week.

Responsibilities

Serve as the primary administrative contact for current, new, transferring, and travelling Veterans.
Advise applicants on the health benefits to which they are legally entitled.
Receive, intake, modify, and index health administrative and health-benefits-related information.
Collaborate with the interdisciplinary coordinated care team to support patient care and scheduling.
Use the Integrated Scheduling Solutions (ISS) package to enroll Veterans under the MTF program for Primary Care, Mental Health, specialty care, Toxic Exposure screenings, and Military Environmental consults.
Coordinate with the patient care team to review clinic schedules and ensure efficient utilization and even distribution of new-patient appointment slots among healthcare providers.
Use clinic and utilization reports to support scheduling and clinic operations.
Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests from multiple electronic sources.
Participate in huddles with MSA and clinic staff to determine daily clinic needs and monitor inpatient and outpatient appointments in areas of responsibility.
Verify and update patient demographics and insurance information at check-in.
Coordinate administrative functions for emergency and non-emergency transfers to other clinical or medical facilities or private hospitals, and determine appointment type based on eligibility status.
Communicate and collaborate with clinicians across multiple disciplines to support team goals and patient care.
Organize and prioritize work to meet deadlines and comply with established processes, policies, and regulations.
Communicate with internal and external customers in person, by phone, electronically, and in writing; prepare reports, present data, and resolve patient concerns.