Advanced Medical Support Assistant

This Advanced Medical Support Assistant (AMSA) position is in the Health Administration Service (HAS) of the Michael E. DeBakey VA Medical Center located in Houston, TX which also serves outlying communities.

A recruitment incentive may be authorized.

**See IMPORTANT NOTES in the Additional Information section for FOUR (4) clarification items.**

Qualifications:

Basic Requirements:

• United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education.
  • (1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
  • (2) Education. One year above high school; OR,
  • (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

• Certification. None required.
• Physical Requirements: See VA Directive and Handbook 5019.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

Grade Determinations. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit.

Medical Support Assistant (Advanced), GS-06
(a) Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes:

• Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports;
• Scheduling medical appointments in a clinical setting;
• Performing patient support work;
• Providing customer service and identifying patient concerns to ensure satisfactory resolution;
• Advanced level of medical terminology.

(b) Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

(c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume:

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References:VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.

The full performance level of this vacancy is GS-06.

Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

Responsibilities:

The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated delivery model / Patient Aligned Care Team (PACT), medical, specialty or mental health team at the Michael E. DeBakey VA Medical Center and Community Based Outpatient Clinics. The AMSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; manage a system for follow-up care such as consults, tests, etc.). Duties of the position may include but are not limited to:

• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers; as needed.
• Assists the team to reinforce the plan of care and self-help solutions.
• Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• Ensures correct and update insurance information is captured.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

Work Schedule: Various schedules that may include off-tours, weekends and holidays will be discussed during the interview process and are subject to change based on Agency needs.
Available Shifts are as follows:
Monday - Friday, 6:00am-2:30pm (Rotating Saturdays & Holidays)
Monday - Friday, 6:30am-3:00pm (Rotating Saturdays & Holidays)
Monday - Friday, 7:00am-3:30pm (Rotating Saturdays & Holidays)
Monday - Friday, 7:30am-4:00pm (Rotating Saturdays & Holidays)
Monday - Friday, 8:00am-4:30pm (Rotating Saturdays & Holidays)
Monday - Friday, 8:30am-5:00pm (Rotating Saturdays & Holidays)
Monday - Friday, 9:00am-5:30pm (Rotating Saturdays & Holidays)
Monday - Friday, 9:30am-6:00pm (Rotating Saturdays & Holidays)
Monday - Friday, 10:00am-6:30pm (Rotating Saturdays & Holidays)
Monday - Friday, 10:30am-7:00pm (Rotating Saturdays & Holidays)
Monday - Friday, 11:00am-7:30pm (Rotating Saturdays & Holidays)
Monday, 10:30am-7:00pm; Tuesday, 9:00am-5:30pm; Wednesday, 12:30pm-9:00pm; Thursday, OFF; Friday, 10:30am-7:00pm; and Saturday, 7:00am-3:30pm; Sunday, OFF
Monday, 10:30am-7:00pm; Tuesday, OFF; Wednesday, 12:30pm-9:00pm; Thursday, 12:30pm-9:00pm; Friday, 10:30am-7:00pm; and Saturday, 7:00am-3:30pm; Sunday, OFF


Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 580-00013-F
Relocation/Recruitment Incentives: May Be Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required