Summary The Advanced Medical Support Assistant (AMSA) serves as a Medical Support for Patient Aligned Care Team and has the ability to fully perform the duties/functions related to all aspects of the full performance Advanced Medical Support Assistant, GS-0679-06 position in Florence and its Community Based Outpatient Clinics (CBOCs) under the Patient Aligned Care Team. Responsibilities Advanced Medical Support Assistant (AMSA) position is an administrative foundational role for any outpatient area throughout the facility. To include but not limited to Call Center, Primary Care, Operator Suite, Medicine, Surgery, Mental Health, Radiology, Audiology, Dental, Spinal Cord, Rehabilitation, Nutrition, Community Based Outpatient Clinics (CBOC), or any other non-Primary Care (PACT) area. The purpose of the position is to facilitate health care needs, huddle with team members for directions, and respond to Veterans or family with instructions, appointments, or actions to be taken. The AMSA works collaboratively in an interdisciplinary coordinated care delivery model within Outpatient Clinics. The AMSA develops and maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies. The AMSA is responsible for setting priorities and deadlines, adjusting the flow and sequencing of the work to meet the team and patient needs; he/she works with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure. Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. Track and managing of consults (active/pending), Recall List (Delinquent), Return to Clinic Order Query from ISS (Integrated Scheduling Solutions), CTM (Consult Tracking Manager), VISTA (Vista R-3) for accurate dispositioning daily. Ensuring appropriate patient actions are taken within ISS (Integrated Scheduling Solutions) (scheduling, check-in, check-out, and no-shows) and in CPRS (clearing/reviewing alerts and signing off on notes entered) daily. Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors for patient education purposes only while maintaining HIPPA standards. Timely receiving and directing patients and visitors, in person and by telephone (ACD), answering routine inquiries, and making appropriate referrals of questions concerning patients' care. Verify and update patient demographics to include capturing of insurance data via ICB Web. Ensuring patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, ISS, CTM etc.). Monitoring and maintaining the delinquent recall, insurance capture buffer exception list and proper use of Vet Link for clinics assigned. Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel Staff. Providing information on medical center policies and procedures. Notifies Supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Responsible for providing feedback to providers when additional information for scheduling is required. Performs other duties as assigned Work Schedule: Monday - Friday, 8:00am to 4:30 pm Telework: Not Available Virtual : This is not a virtual position Functional Statement #:61745F Relocation/Recruitment Incentives:: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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. Experience. None. C. Education. 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). Grade Determinations: GS-6 (b) Assignment. The Medical Support Assistant (MSA) at this grade level is at the Advanced level. The Advanced Medical Support Assistant (MSA) works collaboratively in an interdisciplinary coordinated care delivery model (Patient Aligned Care Team) and/or Specialty clinics as assigned. The AMSA at this level works independently and is considered the chief source of patient information and plays an important role in accomplishing the administrative work within the outpatient clinics by the duties listed below. 1. Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. b. Track and managing of consults (active/pending), Recall List (Delinquent), Return to Clinic Order Query from ISS (Integrated Scheduling Solutions), CTM (Consult Tracking Manager), VISTA (Vista R-3) for accurate dispositioning daily. 2. Responsible for same day actions of all consult management for the facility to include running DST (Decision Support Tool) through the accurate use of the consult toolbox. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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 interdisciplinary 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 clinicians. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS 6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS 6 to. Physical Requirements: This position involves prolonged sitting at a desk in an open area with several cubicles. Minor lifting may be required Education IMPORTANT: Education may not be substituted for experience for this position. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
