Medical Support Assistant (Advanced)

Veterans Health Administration • Austin, TX

4d • Onsite

About The Position

This position serves as an Advanced Medical Support Assistant above the full performance level in the Administrative Section of Mental Health / Behavioral Medicine at the Central Texas VA Health Care System. Assigned to outpatient clinics, the AMSA supports the Veterans Health Administration Patient Centered Medical Home Model Transformation Initiative and serves as a primary point of contact for Veterans.

The AMSA monitors clinic appointment availability and schedules, processes patient messages through My HealtheVet, and collaborates with the care team to support patient care. The role includes receiving and routing Veterans for scheduled and unscheduled appointments, checking registration information, handling telephone calls and visitors, and coordinating records and documentation. The position works in person and uses multiple computer screens, scheduling systems, and electronic medical record screens. The work schedule is Monday through Friday, with one of the following shifts: 0730–1600, 0800–1630, or 0830–1700. This is not a virtual position.

Requirements

• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• One year of specialized experience equivalent to the GS-05 grade level for the GS-06 grade determination.
• Ability to collaborate and communicate with clinicians across multiple disciplines to achieve team goals and support patient care.
• Ability to independently set priorities, organize work, meet deadlines, and comply 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, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care, scheduling, and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Proficiency in spoken and written English.
• U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
• Ability to meet the position's physical requirements; work is primarily sedentary, may involve walking or standing and travel between work areas, and may require carrying or lifting items weighing less than 15 pounds.
• Successful completion of required pre-employment processes, including a physical examination and background/security investigation; selected applicants in testing-designated positions are subject to pre-employment drug testing.
• Males born after December 31, 1959, must meet Selective Service registration requirements.

Nice To Haves

• Six months to one year or more of creditable experience using VISTA, CPRS, VISTA GUI, or another VHA electronic health record.
• One year or more of administrative experience, preferably in a health care setting.
• Knowledge of HIPAA, Release of Information, and other applicable laws and regulations.
• Strong customer service, poise, and diplomacy.
• A caring, compassionate, and observant approach when interacting with Veterans, family members, employees, and peers.
• Respectful conduct and knowledge of a High Reliability Organization (HRO), with ability to demonstrate relevant experience.
• Ability to work independently across a wide variety of patient support duties.
• Experience with medical terminology.

Responsibilities

• Monitor and adjust clinic schedules to meet outpatient clinic demands.
• Process incoming patient messages through My HealtheVet and coordinate with the care team when needed.
• Participate in team huddles and meetings to share information and support patient care planning with the interdisciplinary team.
• Prioritize tasks and deadlines and modify workflows to meet team and patient needs.
• Serve as a first point of contact for Veterans and provide information about VA services and procedures.
• Run the Encounter Action Required Report (EARR) and provide findings to providers to support workload credit and revenue collection.
• Receive and route Veterans arriving for scheduled and unscheduled examinations and appointments.
• Print medication reconciliation program materials and routing slips, and confirm completion of patient preregistration, including demographic and insurance information.
• Schedule appointments with patients.
• Forward non-VA records to appropriate providers for review and to the appropriate agency before inclusion in the patient's medical record.
• Scan and index materials into CPRS VistA Imaging within established guidelines, make appropriate document dispositions, and review scanned documents for image integrity.
• Respond to telephone calls and visitors seeking information, directions, medical assistance procedures, or changes to scheduled appointments.
• Use scheduling and electronic medical record screens in a multi-screen computer environment.

Benefits

• Federal employee benefits package; specific benefits depend on position eligibility.
• Potential credit toward annual leave accrual for qualifying prior federal work or military service, subject to request and approval.

What This Job Offers

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