Medical Support Assistant (Advanced)

The primary function of the Advanced Medical Support Assistant (AMSA) position is to provide clerical/administrative support to the inpatient and DOM units of the Medical Center. This position provides medical administrative support to one or more units and is an integral member of the team to effectively carry out day-to-day administrative operations of the DOM and inpatient units.

Qualifications:

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations: Advanced Medical Support Assistant, GS-6 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

• Experience. One year of experience equivalent to the [GS-5] grade level. Assignments at this level include, but are not limited to:
  • scheduling, canceling, re-scheduling [patient] appointments and/or consults; entering no-show information;
  • monitoring [appointment requests from multiple] electronic [sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic],
  • monitoring both inpatient and outpatient appointments [in] areas of responsibility; verifying and updating demographics and insurance information when [patients check-in for appointments.
  • Coordinates administrative functions relating to] emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's] eligibility [status] (i.e., TRICARE, sharing agreements, [collaterals, research patient, VA employee], etc.).

AND

• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
  • 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.
  • Ability to independently set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  • 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].
  • 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.
  • 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.
  • Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

References: VA Handbook 5005/117 Part II Appendix G45

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

Responsibilities:

Major duties of the Advanced Medical Support Assistant (AMSA) include, but are not limited to:

• Management and tracking of medical records and confidentiality of "sensitive" patient information.
• Assures all medical information is in correct sequential and chronological order.
• Assures all medical records forms are complete and signed by clinical staff.
• Ensures that all required Veteran information, both clinical and administrative, is scanned into the Computerized Patient Record System (CPRS) within the required time schedule currently in force. This is accomplished by either scanning the documents him/herself, or sending the documents to the Health Information Management Section for scanning.
• Upon discharge of patient, evaluates the patient's medical record in CPRS, using established criteria to ensure that the records meet standards of completeness as defined in JCAHO and VA regulations. Ensures all medical filing is complete and all outside information to scanning has been completed and can be found in CPRS.
• Ensures informed consents are signed and dated.
• Verifies a variety of physician's orders for accurate and timely input of data into CPRS. Uses a PC for inputting patient data, appointment management and other inputting of information as necessary, as assigned by the immediate supervisor.
• Acts as receptionist and communications' coordinator for the DOM or inpatient units, receiving numerous visits, telephone calls and messages from patient's families, friends and co-workers. Capable of handling each visitor or caller promptly and courteously, in accordance with provisions of the Privacy and Release of Information Act of 2002. Uses proper telephone etiquette, referring callers to the appropriate resource person or department. Receives and records accurate telephone messages pertaining to lab, x-ray or other test results, bringing them to nursing staff's immediate attention. Initially greets veterans and others, responds to questions, providing instructions and information to patients about tests and procedural requirements, and completes administrative processing.
• Assures appropriate documents are completed and proper procedures are carried out upon receipt of a patient request to release medical or other information. A check will be made to see if a patient has opted out of our directory and whether this affects this request to release information.
• Receives patient mail, including patient cash, checks and money orders. Refers incompetent patients to the designated case manager/social worker. As needed, deposits funds of patients into the patient funds account at the Medical Center.
• Assists supervisor with providing on-the-job training to new Medical Support Assistants relating to their duties and responsibilities and in relation to any procedures distinctive to particular units.
• Coordinates all administrative transfer activities including assembling records, verifying transportation per VA policy, and communication with the OCC office for stat transportation. Makes or cancels clinic appointments as well as assisting patients with personal effects and inputting updated information into VISTA.
• Answers and screens all telephone calls and direct calls to appropriate staff members.
• The AMSA's duties may include other duties as appropriate in accordance with the needs of the particular unit to which assigned. These duties must be within the scope of his/her ability and approved by the Supervisory Medical Support Assistant.
• The AMSA can be assigned to a DOM or inpatient unit or can be part of the coverage staff. AMSAs will also be rotated between the DOM and inpatient units for appropriate training or coverage. They may be assigned to provide clerical coverage in locations other than their assigned unit or program.
• Serves as a timekeeper, maintaining electronic time and attendance records for Ward Administration staff on a daily basis. This is includes keeping supervisors abreast of leave regulations, policies and procedures.
• AMSAs use advanced skills in compiling readily available data from prescribed sources, knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. Maintains familiarity with one or more established automated systems to enter, correct, and retrieve factual information.

Work Schedule: 12:00am - 8:00am, Variable days including weekends and holidays.
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required