Advanced Medical Support Assistant

About the role

The Advanced Medical Support Assistant (AMSA) will perform administrative support duties for Community Care at the VA Northern California Health Care System (VANCHCS), California. The incumbent is responsible for scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Responsibilities

• Schedules patient appointments
• Tracks, reviews, and responds to electronic orders, consults, and other elements in the electronic medical record and medical systems
• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
• Meets the needs of customers while supporting the medical center and service missions
• Treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner
• Communicates consistently with customers according to established policies and procedures
• Handles conflict and problems in dealing with customers constructively and appropriately
• Utilizes numerous advanced patient systems in support of the mission
• Coordinates with Community Care team and Community Providers to ensure timely scheduling and satisfaction of veterans
• Develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies
• 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
• Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community)

Requirements

• Meets the needs of customers while supporting the medical center and service missions
• Treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner
• Communicates consistently with customers according to established policies and procedures
• Handles conflict and problems in dealing with customers constructively and appropriately
• Utilizes numerous advanced patient systems in support of the mission
• Coordinates with Community Care team and Community Providers to ensure timely scheduling and satisfaction of veterans
• Develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies
• 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
• Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community)

Qualifications

• One year of experience equivalent to the GS-5 grade level
• Demonstrated Knowledge, Skills, and Abilities (KSAs):
  • Collaborates and communicates with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met
  • Independently sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations
  • Communicates tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers
  • Advanced knowledge of the technical health care process including 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
  • 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.
  • Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

Benefits

• Competitive salary and regular salary increases
• Paid Time Off: 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• 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 Authorized
• Virtual: This is not a virtual position

Pay

Competitive salary and regular salary increases

Schedule

Monday - Friday 8:00 am to 4:30 pm, supervisor discretion