Medical Support Assistant (Advanced)

Veterans Health Administration • Saint Louis, MO

11d • Onsite

About The Position

The Technology, Innovation, and Development Service is seeking an Advanced Medical Support Assistant (AMSA) to serve as the primary scheduler for consults and the first point of contact for patients and community partners. The AMSA plans and coordinates consult-related clerical functions and performs a broad range of administrative and clerical duties.

At the advanced level, the AMSA provides specialized administrative patient support in an interdisciplinary coordinated care delivery model. The work requires administrative judgment and flexible use of clinical flow processes related to access to care across multiple clinics, specialties, and community care resources. The AMSA may recommend changes to clinic procedures, use advanced patient systems, monitor clinic utilization and appointment availability, and adjust schedules to support clinic and patient needs. The position also involves effective communication with patients, care teams, VA medical centers, and other agencies, and presenting data and recommendations to leadership.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for the GS-06 Advanced Medical Support Assistant position.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary coordinated care and community care models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and patient-support administrative functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and support 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.
• Complete all required application steps, including the online assessment and application questionnaire.
• Meet applicable background and security investigation requirements and complete online onboarding and pre-employment identification requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Complete inpatient and outpatient consult scheduling.
• Serve as the primary point of contact for incoming calls.
• Coordinate with care line management and supervisors to review clinic utilization and wait times using reports.
• Communicate with patients, community partners, VA medical centers, and other agencies.
• Adjust workflow and work sequencing to meet team and patient needs.
• Enter administrative notes in veterans’ electronic health record charts.
• Assist Veterans with coordinating self-assessments and education forms, and tally totals for therapists.
• Present data and recommendations to leadership concerning scheduling actions, customer service concerns, clinic profile development, and modifications within the service.
• Coordinate with patient care teams to review clinic appointment availability and monitor schedules, adjusting them as needed.
• Use advanced patient systems in support of multiple clinics and interdisciplinary care delivery.
• Recommend changes to clinic procedures based on current administrative guidelines.
• Support patient follow-up and care coordination, including consults, tests, referrals, and communications between inpatient and outpatient care.
• Process incoming patient secure messages through My HealtheVet and coordinate with care teams as appropriate.
• Participate in team huddles and meetings to plan, problem-solve, share information, and follow up on patient care.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing plans of care and self-help solutions.
• Monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
• Verify and validate patient-system information, resolve issues, and review patient information and clinic schedules to identify patients needing immediate appointments.
• Inform team members about shared patients receiving care at multiple VA centers or in the community.

Benefits

• 37–50 days of annual paid time off, including annual leave, sick leave, and paid federal holidays.
• Paid parental leave of up to 12 weeks after 12 months of employment, in connection with birth, adoption, or foster placement of a child.
• Childcare subsidy may be available to eligible full-time employees after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension and federal 401(k), with VA contributions of up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Competitive salary and regular salary increases.

What This Job Offers

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