Advanced Medical Support Assistant - (Call Center)

US Department of Veterans Affairs; Indianapolis (IN); Vor Ort; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

The US Department of Veterans Affairs in Indianapolis seeks an Advanced Medical Support Assistant (AMSA) to support the Call Center and frontline clinical staff. The AMSA performs a range of technical support duties enabling physicians, PAs, nurses, and assistants to care for patients efficiently.

The position requires US citizenship, a GED or equivalent, and the ability to communicate clearly, coordinate appointments, enter patient data, relay messages, and handle referrals.

Qualifikationen

• Advanced knowledge of scheduling across interdisciplinary teams and care delivery.
• Ability to relay messages and coordinate care with clinicians.
• Strong documentation and data entry skills for patient records.

Aufgaben

• Answer phones and greet patients
• Relay messages to appropriate staff
• Schedule, reschedule, or cancel patient appointments
• Enter and verify patient eligibility and demographics

Kenntnisse

Advanced care coordination

Interdisciplinary collaboration

Prioritization & time management

Clear communication (oral/written)

Ausbildung

GED certificate

State/provincial proficiency certificate

Post-high school education

Tools

Medical terminology

Jobbeschreibung

The position serves as an Advanced Medical Support Assistant (AMSA) for the Call Center. The AMSA is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care. 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.
• General Education Development (GED) certificate
• OR,
• Proficiency certificate issued by a State or Territorial Board or Department of Education
• OR,
• Post-high school education

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 Determination: GS-06 Medical Support Assistant (Advanced)

One year of creditable experience equivalent to the next lower grade GS-5. Examples of creditable experience include but are not limited to: answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; 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. Coordinating 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.).

Knowledge Skills and Abilities: In addition to the experience above, the candidate must demonstrate the following KSAs:

• 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.
• 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.

The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6.

Physical Requirements:

The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting.

Reference:

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.