Advanced Medical Support Assistant

Summary This position serves as an Advanced Medical Support Assistant in the Primary Care Clinics at the Oconomowoc Clinic Based Outpatient Clinic (CBOC).The Advanced Medical Support Assistant (AMSA) position is a foundational role within the VHA Patient Aligned Care Team (PACT) Model transformation initiative. Qualifications Basic Requirement United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English: Must be proficient in basic written and spoken English. Education/Experience: Experience. No experience required. Education: Must possess a High School Diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of 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). IN ADDITION TO MEETING THE Basic Requirements LISTED ABOVE - YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION GS-6 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge - skills - and abilities to perform successfully the duties of this position To be creditable - this experience must be equivalent to the next lower grade level - GS-5 - and demonstrate the knowledge - skills - and abilities associated with current MSA responsibilities Experience at this level includes - but is not limited to: Advising clinical staff on current administrative processes Answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - scheduling - canceling - re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines 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 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.) AND KNOWLEDGE - SKILLS - AND ABILITIES: You also must demonstrate the following KSAs: KSA-1 Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met

KSA-2

Ability to independently set priorities and organize work to meet deadlines - ensuring compliance with established processes - policies - and regulations

KSA-3

Ability to communicate tactfully and effectively - electronically - by phone - in person - and in writing This may include preparing reports in various formats and presenting data to various organizational levels - as well as resolving patient concerns

KSA-4

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

KSA-5

Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow - and patient support care to include - but not limited to appointment cycles - outside patient referrals - follow-up care - overbooking - provider availability - etc

KSA-6

Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians Reference: For more information on this qualification standard - please visit The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary Physical demands do not exceed those of a typical office setting There may be some walking - standing twisting - turning - sitting - pushing - bending - repetitive keyboarding - or carrying of light items Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Duties Duties include: - Schedule appointments and utilize the Electronic Waiting List accurately and in a timely manner All appointment will be made with the patient's input - either in person or by phone This may require a high level of coordination to avoid patients having to make multiple trips to the medical center whenever possible

• Assist with clinic access contingency plans by adjusting appointment times - location - or dates - as well as shift patients to other healthcare providers and clinics
• Provide pre appointment prep material and/or instructions prior to appointment date
• Participates in daily huddles and treatment team meetings
• Attends staff meetings to help solve patient problems - i.e

patient flow - record control - etc on regular basis

• Daily review of active/pending consults - unverified orders list - recall list and audiocare communications for accuracy and disposition
• Intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity
• Performs other duties as assigned

Work Schedule: Monday - Friday 8:00am - 4:30pm Compressed/Flexible: Not available Recruitment/Relocation Incentives (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Telework: Not available Virtual: This is not a virtual position Functional Statement #: 10235F Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): Not authorized. #J-18808-Ljbffr U.S. Department of Veterans Affairs