Advanced Medical Support Assistant

VA Careers - Medical Support Assistant

This is a "float" position which provides in-person coverage in Green Bay and telephone-based support for the Appleton and Cleveland clinics. The AMSA Float functions with significant independence, demonstrating advanced knowledge of scheduling, consult management, clinic flow, Veteran communication, and multidisciplinary coordination.

DUTIES:

• Recommends changes to existing clinic procedures based on current administrative guidelines.
• 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 make adjustment as necessary.
• 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 the Return To Clinic (RTC) system for follow-up care such as consults, tests, etc.
• Processes incoming patient secure messaging through MyHealthyVet 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.
• Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers; as needed;
• 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.
• Employee is responsible for maintaining a safe work environment and adhering to required safety procedures at all times. All accidents (Potential Hazards) regardless of severity are properly reported. Employee is required to attend all mandatory safety training annually.
• Complete annual refresher training according to the training anniversary date registered within the Talent Management System to ensure compliance of program goals and objectives.
• Performs other duties as assigned.

NEWAC Float-Specific Duties:

• Provide in-person front desk coverage across all Green Bay outpatient clinics, including PACT, Specialty Care, Mental Health, and ancillary services.
• Provide phone coverage for Appleton and Cleveland clinics, including call routing, scheduling, message handling, and administrative triage.
• Support consult workflows, recall management, encounter review, secure messages, and action-required lists across multiple clinic types.
• Provide surge coverage during high call volumes, unexpected staff shortages, and operational demands.
• Coordinate administrative workflows across NEWAC's multi-site outpatient environment to ensure continuity of operations and equitable access to care for all Veterans.
• Manage and route Shared Message Pool communications in accordance with NEWAC-wide protocols and clinic guidelines.

Work Schedule: Monday - Friday; 8:00am to 4:30pm

Compressed/Flexible: May be available with supervisory approval

Recruitment Incentive (Sign-on Bonus): Not authorized

Permanent Change of Station (Relocation Assistance): Not authorized

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

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)

Telework: Not available

Virtual: This is not a virtual position.

Functional Statement #: 02330F

Permanent Change of Station (PCS): Not authorized