Medical Support Assistant (Advanced)

Veterans Health Administration • Fort Wayne, IN

12h • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) provides specialized administrative patient support in a Patient Aligned Care Team (PACT), Specialty Care, Care in the Community, Call Center, or another area with an AMSA vacancy. The position works collaboratively in an interdisciplinary coordinated care delivery model and uses specialized administrative judgment and clinical flow processes to support access to care across multiple clinics, specialties, and community-care resources. The AMSA recommends changes to clinic procedures based on current administrative guidelines and uses advanced patient systems in support of multiple clinics.

The AMSA coordinates with PACT or the relevant clinical team to review appointment availability and monitor clinic schedules, making adjustments as needed. The role also supports communication among patients, care teams, VA medical centers, and other agencies, including communications related to inpatient-to-outpatient discharge, non-VA facilities, and follow-up care. Other duties may include processing MyHealtheVet secure messages, participating in team huddles and meetings, organizing work priorities, identifying incomplete encounters, entering information in electronic records, checking pre-appointment readiness, verifying insurance information, resolving patient-system issues, assessing appointment needs, and informing team members about shared patients.

The position is not virtual and does not offer telework. The majority of work takes place in an office, primarily while seated, with extended computer use, typing, face-to-face contact with Veterans, and answering telephone calls. Some standing, walking, bending, and carrying items such as training manuals are required. Patient complaints or concerns may contribute to increased stress. The work schedule is Monday through Saturday, 7:00 AM to 6:00 PM, based on service needs.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• At least six months of clerical, office, customer service, or other administrative experience demonstrating the ability to acquire the required knowledge and skills.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One full year of experience equivalent to the GS-5 grade level, independently performing a full range of duties related to healthcare service delivery in an inpatient or outpatient setting.
• Advanced knowledge of healthcare technical processes related to access to care, including interdisciplinary scheduling and/or care-in-the-community models and patient healthcare 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.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• 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 electronically, by phone, in person, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Must complete the required application steps and online assessment.
• Must meet applicable background and security investigation requirements and complete online onboarding and pre-employment identification requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• Resume must clearly demonstrate qualifying experience and the required knowledge, skills, and abilities.
• If using education to qualify, provide the required transcript documentation; high school completion documentation must be provided if selected and not covered by the grandfathering provision.

Responsibilities

• Provide specialized administrative patient support within an interdisciplinary coordinated care delivery model.
• Use advanced patient systems and administrative judgment to support access to care across clinics, specialties, and community-care resources.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Coordinate with PACT or specialty clinical teams to review appointment availability and monitor and adjust clinic schedules.
• Maintain effective communication with patients, care teams, VA medical centers, and other agencies.
• Assist with communications related to inpatient-to-outpatient discharge and non-VA medical facilities, and manage follow-up care such as consults and tests.
• 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.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing the plan of care and self-help solutions.
• Enter appropriate information into the electronic record.
• Monitor pre-appointment information and requirements to ensure readiness for patient visits or procedures.
• Ensure current and correct insurance information is captured.
• Manage patient systems to verify and validate information accuracy and resolve issues.
• Review patient information and clinic schedule lists to determine whether patients require immediate appointments.
• Inform team members about shared patients who receive care at multiple VA centers or through community care.
• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information and monitor appointment requests from electronic sources.
• Verify and update patient demographic and insurance information at check-in.
• Coordinate administrative functions related to emergency and non-emergency transfers to VA facilities or private hospitals.
• Determine appointment type based on patient eligibility status.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility depends on position type.
• Selected applicants may request consideration for credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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