Advanced Medical Support Assistant

Summary The Advanced Medical Support Assistant (AMSA) will perform administrative support duties for Community Care at the VA Northern California Health Care System (VANCHCS) - California. The incumbent is responsible for scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. 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: 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; 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 in this occupation who meet the criteria) Grade Determinations: Medical Support Assistant (Advanced) – GS‑6 – Experience: One year of experience equivalent to the GS‑5 grade level Demonstrated Knowledge, Skills, and Abilities (KSAs): (1) Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting and ensure patient care is met. (2) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (3) Ability to communicate tactfully and effectively electronically, by phone, in person, and in writing with internal and external customers, including preparing reports and presenting data at various organizational levels. (4) Advanced knowledge of the technical health care process, including scheduling across interdisciplinary coordinated care delivery and patient health care portals related to access to care. (5) Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and community operational activities that affect patient flow and support care administrative functions (e.g., appointment cycles, referrals, follow‑up care, overbooking, provider availability). (6) Advanced knowledge of medical terminology due to the technical nature of the language utilized by clinicians. Reference: As outlined in the VA Handbook5005/117 – Part II – Appendix G45. 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: See VA Directive and Handbook 5019. Responsibilities Provides specialized administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Meets customer needs while supporting the medical center and service missions, treating customers (patients, visitors, volunteers, and staff) with courtesy, tact, and respect. Provides consistent information to customers according to established policies and procedures. Handles conflict and problems constructively and appropriately. Employs specialized administrative judgment and flexibly uses a wide range of clinical flow processes related to access to care across multiple clinics, specialties, and community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Exploits advanced patient systems to support mission activities. Coordinates with Community Care team and Community Providers to ensure timely scheduling and satisfaction of veterans. Develops and maintains effective communication with interdisciplinary teams, VA medical centers, and other agencies, including assistance with inpatient to outpatient discharge communications and liaison with non‑VA medical facilities. Prepares correspondence to notify patients of normal lab results and manages a system for follow‑up care such as consults and tests. Participates in team huddles and meetings to manage, plan, problem‑solve, and follow‑up with patient care by sharing information and collaborating with the interdisciplinary team. Sets priorities and deadlines, adjusting workflow to meet team and patient needs. Identifies incomplete encounters and communicates findings to the care team. Assists the team in reinforcing the plan of care and self‑help solutions. Enters appropriate information into the electronic record. Communicates pre‑appointment information and requirements to ensure readiness for community appointments and procedures. Manages patient systems to verify accuracy and resolve issues. Evalues patient information and clinic schedule lists to determine the need for an immediate appointment. Informs team members about shared patients (those receiving care at multiple VA centers or in the community). Plans and accomplishes work independently, referring only unusual or complex cases to the supervisor. The supervisor reviews and monitors job performance periodically to ensure the intent and mission of the program are accomplished and guidelines are followed. The incumbent receives program direction and guidance from the team's leadership. Benefits Work Schedule: Monday – Friday, 8:00 am to 4:30 pm (supervisor discretion). Pay: Competitive salary with regular increases. Paid Time Off: 37–50 days of annual paid time per year (including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays). Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave for birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full‑time employees with a family income below $144,000 may be eligible for a subsidy up to 25% of eligible childcare costs (maximum monthly $416.66). Retirement: Traditional federal pension (5 years vesting) and federal 401(k) with up to 5% contribution matching by VA. Insurance: Federal health, vision, dental, term life, and long‑term care insurance (many federal programs can be carried into retirement). Telework: Not authorized; virtual work is not available for this position. Functional Statement #: 08527F. #J-18808-Ljbffr