Advanced Medical Support Assistant (Call Center)

US-Department-of-Veterans-Affair; San Bruno (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

The Advanced Medical Support Assistant (AMSA) in the San Francisco VA Healthcare System Call Center supports an interprofessional healthcare team and helps determine the needs of the Veteran or caregiver. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. This is not a remote position.

Basic requirements include U.S. citizenship, English proficiency, and a high school diploma or GED.

Qualifications

• High school diploma, GED, or state proficiency cert.
• English language proficiency required for spoken and written communication.
• Documentation of detailed work experience with job title, duties, dates and hours per week.

Responsibilities

• Assist with scheduling, rescheduling, and canceling patient appointments and consultations.
• Monitor appointment requests across multiple electronic sources.
• Coordinate administrative functions related to patient transfers and clinic workflows.

Skills

Scheduling

Communication

Interprofessional collaboration

Education

High school diploma or GED

Job description

The Advanced Medical Support Assistant (AMSA) in the San Francisco VA Healthcare System Call Center serves as part of an interprofessional healthcare team. AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

*THIS IS NOT A REMOTE OR TELEWORK POSITION** 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

To qualify for appointment to this position, all applicants must possess the following:

• a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• b. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• c. Experience. None.
• d. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• e. Licensure/Certification/Registration. None.

Grandfathering Provision.

Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment‑specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education.

To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.

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:

GS-06 Medical Support Assistant (Advanced)

In addition to the basic requirements, you must meet the following grade requirements.

Experience.

One year of experience equivalent to the GS-5 grade level. Examples of credible experience 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 clinical/medical facilities or private hospitals and determines appointment type based on the patient’s eligibility status. AND

Candidates must also demonstrate the Knowledge, Skills, and Abilities (KSAs) below:

1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. 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.

Note:

You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

Preferred Experience:

Call Center experience preferred but not required

Reference:

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

Physical Requirements:

The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work.