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The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model. He/she is located in hospital inpatient units/outpatient clinics/emergency room/ procedure clinics. He/she completes all functions of the full performance level for Medical Support Assistant including scheduling appointments, sending secure messages, consult management and interpreting and verifying provider orders in accordance with VHA scheduling guidelines. These assignments include, but are not limited to:

• scheduling, canceling, re-scheduling patient's appointments and/or consults;
• monitoring the action required report, communicating needed actions to the clinical team in order to obtain appropriate workload credit and ensuring entry of no-show information;
• monitoring the electronic wait list;
• monitoring the recall reminders or patient centered scheduling list;
• monitoring the consult report and ensuring timely action and documentation of action for scheduling of consults; preparing for clinic visits;
• monitoring both inpatient and outpatient appointments for areas of responsibility;
• verifying and updating demographics, email address, next of kin and insurance information;
• performing basic eligibility, (i.e., TRICARE, sharing agreements, etc.) .
• monitoring the return to clinic orders and ensuring timely action and documentation of action for scheduling follow up appointments;
• Receive and make incoming/outgoing phone calls to schedule or remind veterans of appointments;
• Knowledge of bed control: Process admissions, discharges, transfers and lodger assignments;
• Edit patient admission Outpatient observation to inpatient status when clinically indicated per provider order and Utilization Management (UM) note;
• Assemble admission/discharge paperwork and making break down patient charts;
• Coordinate inter-facility patient transfers with physicians, nurses, business practice Bene-Travel and or AOD . Communicating with other VA or approved Non-VA community facility, providing them all necessary and requested documentation. Ensuring all required forms are completed, signed and sent to Non-VA facility in compliance with facility policy;
• Process medical release of information requests in accordance with National and facility policy;
• Process Nerify provider orders and notify nursing staff of ST AT lab orders;
• Respond to all Internal Medical Codes;
• Process Nerify Medical Code labs;
• Answer and direct all incoming phone call & call light system on the inpatient units;
• Record patient movement on Gains & Loss sheet. Accurately track daily ward census data and reconcile census numbers with bed coordinator and VISTA. Process all emergency and non-emergency transfers to other VA facilities or Non-VA community hospitals;
• Track length of observation admissions through gains and loss report to ensure patients do not exceed anticipated length of observation stay per providers orders and UM note;
• Communicate daily with physicians, co-workers, supervisors & visitors in a professional manner. Representing the VHA in a professional and polite manner.
• Obtain outpatient consults, return to clinic orders. Discharge summaries, discharge orders and discharge instructions in order to facilitate patient discharge;
• Maintain copies of unit/hospital documents, faxes and scanning in accordance with facility policy;
• Enter/edit patient movement to ensure accuracy via Patient Treatment File (PTF)
• Provide administrative support to the inpatient units;
• Work closely with clinicians, nursing staff, supervisors, AOD's, social workers, business practice, non-clinical staff, visitors and veterans to facility administrative duties;
• During the weekend/off tours the AMSA is solely responsible for providing administrative support to the facility .

In addition, the Advanced MSA coordinates with the clinical care teams to review clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary) and closely monitoring clinic set-up to make any necessary adjustments and effectively support the needs of the clinic. They develop/maintain effective and efficient communication with the patient, the interdisciplinary team, other work units within the medical center, other VA medical centers, and community hospitals and agencies in support of care delivery (inpatient to outpatient discharge; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.).

Work Schedule: There are multiple schedules available. Specific schedules will be discussed during the interview process.
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 91110-O
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized
Financial Disclosure Report: Not required

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.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Basic Requirements:

• 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.
  • Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grade Determinations:

• One year of experience equivalent to the [GS-5] grade level. Experience may include 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; 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.).

References: VA Handbook 5005/117, Part II, Appendix G45, Dated August 1, 2019

Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and office supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns.

This is an Open Continuous Announcement that will be used for filling AMSA's for any of the facilities/services located within the John D. Dingell VA Medical Center catchment area until December 29, 2023. Qualified applicants will be considered and referred as vacancies become available.

We utilize Open Continuous announcements to accept applications in anticipation of vacancies. Extended announcements provide us a readily available source of applicants when vacancies do occur and are approved. If a vacancy does not occur for the location and grade for which you are qualified and apply, no further notification concerning the announcement will be provided.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.