Advanced Medical Support Assistant

About the role

The New Jersey VA Healthcare System has 2 vacancies for an Advanced Medical Support Assistant at the Hackensack VA Clinic and the Newton VA Clinic in the Ambulatory Care Service. The AMSAs perform support work in connection with the care and treatment given to Veterans throughout the scheduling process, and perform a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model.

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:
  • Six months 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
  • One year above high school; OR
  • Equivalent combination of experience and education qualifying for entry level.
• Certification: None required.
• Foreign Education: Must have been submitted to a private organization that specializes in interpretation of foreign educational credentials and deemed at least equivalent to conventional U.S. programs.
• Physical Requirements: See VA Directive and Handbook 5019.
• English Language Proficiency: MSAs must be proficient in spoken and written English per 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 (GS‑6)

Only applicants qualifying at the GS‑6 level will be considered. One year of experience equivalent to the GS‑5 grade level is required. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. The incumbent recommends changes to existing clinic procedures based on current administrative guidelines, utilizes numerous advanced patient systems in support of multiple clinics, and coordinates with the patient care team to review clinic appointment availability (utilization) to ensure schedules are closely monitored and adjusted as necessary.

Additional assignments include (but are not limited to):

• Develop and/or maintain effective communication with patients, interdisciplinary teams, VA medical centers, and other agencies (e.g., assist with communications during inpatient to outpatient discharge, communicate with non‑VA medical facilities, prepare correspondence to notify patients of normal lab results, manage a system for follow‑up care such as consults, tests, etc.).
• Process incoming patient secure messaging through MyHealthyVet and coordinate with care team as appropriate.
• Participate 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.
• Set priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team to reinforce the plan of care and self‑help solutions.
• Enter appropriate information into the electronic record.
• Monitor pre‑appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Inform team members about shared patients (e.g., those receiving care at multiple VA centers or in the community).

For all assignments above the full performance level, the higher‑level duties must consist of significant scope, administrative independence, complexity, and range of variety as described in the standard at the specified grade level and be performed at least 25% of the time.

Demonstrated Knowledge, Skills, and Abilities (KSAs)

Candidates must demonstrate all of the following:

• 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