Medical Support Assistant (Advanced)

Veterans Health Administration • Mobile, AL

9h • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) provides clerical and administrative support to multiple clinical departments and performs work related to patient care and treatment in inpatient units, outpatient clinics, and scheduling call centers. The role supports healthcare access by coordinating appointments and consults, maintaining patient and appointment information, and working with clinical staff to ensure administrative processes are followed.

The AMSA independently performs a full range of administrative duties related to healthcare delivery in an inpatient or outpatient setting. The position requires knowledge of computerized data entry and information-processing systems, healthcare organization and services, procedures governing patient treatment, medical records, and medical terminology. The full performance level is GS-06.

Work schedules may vary by location and may change according to facility needs. Telework and virtual work are not available. Physical duties may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required.

Requirements

• High school diploma, General Education Development equivalency certificate, or state or territorial education department proficiency certificate.
• Proficiency in spoken and written English.
• For GS-06 grade determination, one year of experience equivalent to the GS-05 level.
• Advanced knowledge of healthcare processes related to access to care, including scheduling across interdisciplinary coordinated care and care-in-the-community models and patient 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, meet deadlines, and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively in writing, electronically, by phone, and in person with internal and external customers.
• U.S. citizenship is required, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Subject to background/security investigation and required onboarding and pre-employment identification requirements.
• Participation in the seasonal influenza vaccination program is required.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Physical capacity for duties that may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing; personal protective equipment and annual TB screening or testing may be required.

Nice To Haves

• Current VHA employees in this occupation who meet the VA qualification standard's grandfathering criteria may qualify under that provision.
• Prior work or military service experience may be credited toward annual leave accrual, subject to request and approval; this is not guaranteed.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults; enter no-show information and monitor appointment requests and electronic wait lists.
• Prepare for clinic visits and monitor inpatient and outpatient appointments in assigned areas.
• Verify and update patient demographic and insurance information.
• Ensure encounter forms are complete so appropriate workload credit is obtained.
• Provide clerical and administrative support to multiple clinical departments.
• Monitor work status and progress, adjust day-to-day work according to established priorities, and seek supervisor assistance for problems as needed.
• Provide on-the-job training to new employees according to established procedures and practices.
• Answer inquiries by telephone and in person from the public, professional staff, civilian personnel, and military personnel regarding appointments.
• Collaborate and communicate with clinics and multidisciplinary clinical staff, organize work, and meet deadlines while complying with established processes, policies, and regulations.
• Answer phones, greet patients, relay messages to appropriate staff, and advise clinical staff on current administrative processes.
• Interpret and verify provider orders in accordance with VHA national scheduling guidelines.
• Participate in clinic huddles to determine daily needs.
• Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
• Determine appointment type based on patient eligibility status.
• Communicate with internal and external customers, address patient concerns, and prepare reports or present data as needed.

Benefits

• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster-care placement of a child.
• Eligible full-time employees with qualifying family income may receive a childcare subsidy after 60 days of employment, up to 25% of eligible childcare costs and subject to a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in contributions by VA.
• 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