Adv Med Support Assistant

U.S. Department of Veterans Affairs; Durham (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

The Durham VA Medical Center seeks an Advanced Medical Support Assistant to support Medicine Service, handling scheduling, messaging, and patient coordination in a busy outpatient setting.

The role emphasizes front-line patient contact, administrative support, and collaboration with a multidisciplinary care team. Onsite work in Durham, NC, with standard federal schedule and expectations.

Qualifications

• High school diploma or GED or proficiency certificate.
• English language proficiency for VA patient care.
• Experience/education combination acceptable for entry level.

Responsibilities

• Provide high level administrative support within Medicine Service.
• Coordinate scheduling, appointments, and messages for clinical staff.
• Communicate with patients and internal teams to ensure timely care.
• Maintain accurate patient information in electronic records.

Skills

Communication

Team coordination

Scheduling

Customer service

Education

High school diploma or GED

Job description

Summary

The Durham VA Medical Center is seeking (1) highly skilled/experienced Advanced Medical Support Assistant to serve within Medicine Service.

Summary

The Durham VA Medical Center is seeking (1) highly skilled/experienced Advanced Medical Support Assistant to serve within Medicine Service.

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
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy
• Experience : None Education: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• 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 Experience
• One year of experience equivalent to the GS-5 grade level
• Specialized Experience of GS-5 are as follows - but not limited too: independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting
• Advises clinical staff on current administrative processes
• The MSA is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
• 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.)
• Other assignments at this level include - but not limited to: processes incoming patient secure messaging through My Healthy Vet 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
• setting priorities and deadlines - adjusting the flow and sequencing 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
• 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
• inform team members about shared patients i.e. - those who receive their care at multiple VA centers or those who receive care in the community
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
• In addition - you must have experience which demonstrates the following knowledge - skills and abilities: i
• 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
• ii
• Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations
• iii
• 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
• iv
• 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
• v
• 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.vi
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is 6
• Physical Requirements: See VA Directive and Handbook 5019.

Duties

• Provides a high level of administrative and data support to Medicine Service
• The Advanced Medical Support Assistant (AMSA) is a foundational role within the Outpatient Specialty Clinics
• The incumbent's work impacts the administrative aspect of patient care - including access - scheduling/coordinating appointments - using clinic access principles - collecting - and updating demographic and insurance information - managing Return to Clinic Orders - Consults - Patient Centered Scheduling Request - Community Care eligibility - patient processing and customer service
• Duties include - but not limited to: Knowledge of VHA Directives 1230 and 1232 for: VHA Outpatient Scheduling Processes and Procedures - Process for Managing Patients When Patient Demand Exceeds Current Clinic Capacity - Priority Scheduling for Outpatient Medical Services and Inpatient Hospital Care for Service-Connected Veterans and Priority for Outpatient Medical Services and Inpatient Hospital Care
• Knowledge of VA regulations - Systems Redesign Principles - local Medical Center Memoranda/policies - and standard operating procedures
• Knowledge of eligibility for VA medical care - priorities for care - release of information - Health Information Portability and Accountability Act (HIPAA) Laws - and the Medical Fee Basis programs
• Must have knowledge of and be able to provide information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection
• Must have a solid knowledge of multiple systems and current computer technology regarding imaging applications - PC Fax applications - and numerous VistA applications
• Must be conscientious regarding the confidentiality of the variety of material that will be handled
• Skill 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
• Familiarity with one or more established automated systems to enter - correct - and retrieve factual information
• Must possess working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital
• Employee must have knowledge of and ability to apply policies and procedures associated with operational activities that affect workload data
• Must demonstrate technical competency in the use of the Veterans Health Information Systems and Technology Architecture (Vista) and Computerized Patient Record System( CPRS) - Vista Scheduling GUI ( VSE) - Consult Toolbox (CTB) - Consult Tracking Manager (CTM) - Integrated Scheduling Solutions(ISS) - Decision Support Tool (DST) and My HealtheVet/Secure Messaging systems and numerous Microsoft Office applications
• Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topic
• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. - Specialty Clinics) and performs receptionist duties - customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics
• He/she must assist with clinic access contingency plans by adjusting appointment times - location - or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs
• Performs a variety of administrative functions associated with patient care and treatment for several specialty outpatient and/or Mental Health-clinics - performing a variety of services
• Will coordinate with patient care team to review clinic utilization by using various reports and communication methods to effectively support the needs of the clinic
• Must screen/receive phone calls in a courteous and timely manner - determine the nature of requests and provide the information desired using privacy rules and established clinic processes
• Performs all other duties assigned
• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday - 7:30am - 4:00pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized