Medical Support Assistant (Advanced)

Veterans Health Administration • Jackson, MS

12d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model, including patient-aligned care teams and specialty care settings. The AMSA reviews clinic utilization reports with the patient care team, monitors clinic setup, and makes necessary adjustments to support clinic needs. The position provides administrative coordination for patient care in outpatient specialty and primary care clinics or inpatient wards, advises professional staff on administrative and logistical factors, and serves as a liaison among patients, team members, specialty services, and ancillary services. The AMSA also coordinates team communications and provides information and technical support on available services, contacts, authorizations, and approvals.

The role requires accurate interpretation and application of VA directives, hospital policies, and procedures concerning patient care, eligibility, and tests and procedures. The incumbent analyzes situations, determines when to seek higher-level guidance, keeps team members informed of applicable regulations, and supports quality care, customer service, teamwork, and continuous improvement. Work is performed in an office or clinic setting and can involve handling multiple tasks in stressful situations.

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 state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade, including relevant medical-support administrative experience.
• Advanced knowledge of technical healthcare processes related to access to care, including scheduling across coordinated care delivery and/or care-in-the-community models and patient health 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.
• Ability to collaborate and communicate with clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently prioritize and organize work to meet deadlines and comply 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 and presenting reports and resolving patient concerns.
• Completion of the required application steps and online assessment.
• Successful completion of a background/security investigation and online onboarding requirements.
• Participation in the seasonal influenza vaccination program.
• Service of a one- or two-year trial period, as applicable, with continued employment contingent on written certification.

Nice To Haves

• Prior work or military service experience may qualify for credit toward annual leave accrual.
• Current VHA employees in this occupation may qualify under the applicable grandfathering provision.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Enter no-show information and prepare for clinic visits.
• Monitor inpatient and outpatient appointments for assigned areas.
• Ensure action-required encounters are printed for providers twice daily to obtain appropriate workload credit.
• Verify and update patient demographic and insurance information.
• Process emergency and nonemergency transfers to other VA facilities or private hospitals.
• Perform basic eligibility, copayment, and preauthorization tasks for specific coverage.
• Coordinate administrative duties supporting patient care in outpatient specialty clinics, primary care clinics, or inpatient wards.
• Advise professional staff on administrative and logistical factors associated with direct patient care.
• Serve as a liaison among patients, team members, specialty services, and ancillary services, and provide information about services, contacts, authorizations, and approvals.
• Coordinate team communications; promptly and courteously direct visitors and telephone calls, determine the appropriate action, assist with information requests, and refer unresolved matters to the appropriate person or service.
• Relay messages to team members when appropriate.
• Apply VA directives, hospital policies, and regulations accurately, including those concerning eligibility, services, and special tests and procedures; keep team members informed of applicable requirements.
• Analyze situations to determine what decisions can be made independently and when higher-level advice is needed.
• Support quality healthcare, customer service, teamwork, and initiatives to improve primary care teams and specialty clinics.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on qualifications or VA needs.
• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Eligible employees may receive up to 12 weeks of paid parental leave after 12 months of employment.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility criteria.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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