Remote Medical Support Assistant Jobs

The Advanced Medical Support Assistant (AMSA) within the VISN6 Clinical Contact Center (CCC) is part of an inter-professional healthcare team. The AMSA provides support across multiple ancillary and inter professional clinics and determines the needs of the Veteran/caregiver – is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

Basic Requirements:

• United States Citizenship: Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.g.)
• Experience and Education: 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 - Education
• One year above high school
• OR - 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 3.j
• Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title – series – and grade held – which are a part of the basic requirements of the occupation
• IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE – YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-5 LEVEL TO QUALIFY FOR THIS POSITION
• GS-06 Specialized Experience: One year of experience equivalent to the GS-5 grade level
• This will include: 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
• 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 hospitals – and determines appointment type based on the patient’s eligibility
• 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 inter disciplinary 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 clinician
• Preferred Experience: Scheduling Experience Preferred
• Reference: For more information on this qualification standard – please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS06
• Physical Requirements: Position requires visual acuity – adequate auditory perception – clear distinctive speech – and manual dexterity
• Position requires potentially extended periods of sitting
• The position requires some bending and carrying of items
• The incumbent must be a mature – flexible – sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs
• Must meet Employee Health mandates as a condition of employment.

• VA Careers – Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an inter-professional 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
• Duties of the AMSA include but are not limited to: Performing a variety of duties in support of data entry and collection for the unit
• Assisting with service 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
• Receiving telephone calls for the service and records/relay messages to the appropriate staff
• Responding to questions from patient and visitors regarding services
• Coordinating with medical clinics to send patients for required tests – pre-operative procedures – therapies and scheduled appointments based on doctor’s instructions
• Scheduling – canceling – re-scheduling patient appointments and/or consults
• Entering no-show information and monitors appointment requests from multiple electronic sources
• Gathering and obtaining medical information from patients
• Processing medication refill requests
• Reviewing electronic health record – obtaining medical records – faxing
• Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC
• Monitoring outpatient appointments in areas of responsibility and verifying and updating demographics when contacted by patients
• Managing patient systems to verify and validate accuracy and resolve issues
• Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment
• Informing inter-professional team members about shared patients (i.e.) – those who receive their care at multiple VA centers or those who receive care in the community
• Total Rewards of an Allied Health Professional Work Schedule: 24/7 hour Call Center (Weekends – Holidays – Evenings – and Nights)
• Rotating tours which will be determined by the Supervisor
• Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases
• Paid Time Off: 37–50 days of annual paid time offer per year (13–26 days of annual leave – 13 days of sick leave – 11 paid Federal holidays per year)
• Parental Leave: After 12 months of employment – up to 12 weeks of paid parental leave in connection with the birth – adoption – or foster care placement of a child
• Child Care Subsidy: After 60 days of employment – full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• 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)
• Remote: This is a remote position where you will work from the location listed above
• This position is currently exempt from the Return to Office requirements
• Remote exempted positions are reviewed annually and do not imply permanent remote work status
• Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized