Medical Support Assistant (Advanced)

Veterans Health Administration • Bartlesville, OK

8d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) provides administrative and customer service support to Veterans and healthcare teams. The position supports timely access to quality care through appointment scheduling, consult processing, coordination of VA and community care, patient-record maintenance, and verification of demographic and insurance information.

The AMSA schedules, cancels, and coordinates patient appointments; maintains schedules and prepares pre-appointment documentation; and works with interdisciplinary healthcare teams across primary care, specialty clinics, mental health, dental, and community care. The position processes consults and enters authorizations under Office of Community Care procedures, communicates with VA and community providers to coordinate appointments and verify acceptance of VA patients and payments, and obtains, reviews, scans, and documents community-provider records in CPRS.

The AMSA verifies patient identity and updates demographic information, collects and updates health insurance information including third-party coverage, responds to patient inquiries and concerns, coordinates services with Veterans and healthcare professionals, and promotes use of My HealtheVet. The role requires maintaining confidentiality and complying with VA privacy, security, and patient safety requirements. This is a full-time, non-virtual position; the work schedule will be determined upon selection. The work is predominantly clerical and usually performed in an office setting, with others and/or alone.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
• High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial Board or Department of Education, unless covered by the stated grandfathering provision.
• Proficiency in spoken and written English.
• One year of experience equivalent to GS-5, including scheduling and rescheduling patients, interviewing patients for appointments, referring patients to specialty clinics, resolving complaints, interacting with internal and external customers, reviewing and documenting electronic health and administrative records, verifying third-party insurance, obtaining medical information, coordinating patient-care information and services, and scheduling within guidelines.
• Demonstrated advanced knowledge of technical healthcare processes related to access to care, including interdisciplinary coordinated-care scheduling and patient health-care portals.
• Demonstrated advanced knowledge of policies and procedures for coordinated care and community-care operations affecting patient flow and administrative support functions, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Demonstrated advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical 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 processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Complete the required application steps and online assessment.
• Meet applicable background and security investigation requirements and complete online onboarding.
• Register with Selective Service if applicable to males born after December 31, 1959.
• Participate in the seasonal influenza vaccination program as a VA health care personnel requirement.
• Serve a one- or two-year trial period, as applicable.

Responsibilities

• Schedule, cancel, and coordinate patient appointments to support timely access to healthcare services.
• Maintain accurate appointment schedules and prepare required pre-appointment documentation.
• Collaborate with interdisciplinary healthcare teams, including primary care, specialty clinics, mental health, dental, and community care providers, to coordinate patient care.
• Process patient consults and enter authorizations in accordance with Office of Community Care procedures and guidelines.
• Communicate with VA and community providers to coordinate appointments, verify acceptance of VA patients and payments, and facilitate continuity of care.
• Obtain, review, scan, and document medical records and information from community providers in CPRS.
• Verify patient identity and update demographic information during check-in and telephone interactions.
• Collect, verify, scan, and update patient health insurance information, including identifying third-party insurance coverage.
• Respond to patient inquiries, address concerns, and direct patients to appropriate staff or departments.
• Coordinate internal and external healthcare services by communicating with Veterans, providers, and other healthcare professionals.
• Promote Veteran enrollment and utilization of My HealtheVet.
• Maintain confidentiality of sensitive patient information and comply with VA privacy, security, and patient safety requirements.

Benefits

• Federal employee benefits package; eligibility depends on position type and other applicable factors.
• Selected applicants may request consideration for credit toward annual leave accrual based on prior work or military service; approval is required and not guaranteed.

What This Job Offers

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