Advanced Medical Support Assistant

About the role

The incumbent serves as the Advanced Medical Support Assistant (AMSA) for the Radiology Service at the San Diego VA Healthcare System, working collaboratively with the patient care team to schedule outpatient imaging appointments and coordinate inpatient imaging procedures.

Responsibilities

• Schedule medical appointments in a clinical setting
• Coordinate inpatient imaging procedures
• Move from one work location to another as part of the position to ensure cross-coverage and patient care
• Access the patient's computerized medical record system (CPRS) to review and retrieve medical information
• Communicate directly with the patient to obtain required information and determine if patient meets the criteria to receive the requested imaging procedure
• Determine the patient's pre-appointment requirements and restrictions based on protocol
• Perform receptionist duties, including check-in of patients and registration of imaging procedures
• Screen/receive phone calls and visitors in a courteous and timely manner
• Create and coordinate the daily appointment schedules for one or more imaging outpatient clinics
• Explain the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients
• Set the tone for perception concerning quality of healthcare services at the VA as a front-line contact with patients and staff
• Answer multi-line phone system to schedule patients and possess the ability to multi-task and concurrently schedule patients over the phone and face-to-face
• Schedule imaging appointments and utilize the Radiology Package accurately in a timely manner
• Provide excellent customer service to include both internal and external customers and adhere to VA local, National, and Service policies and procedures

Requirements

• United States Citizenship
• High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education
• One year of experience equivalent to the GS-5 grade level, with specialized experience that includes advanced knowledge of medical terminology, skill in customer service, and ability to operate computerized programs and systems
• Demonstrated Knowledge, Skills, and Abilities (KSAs) for the GS-6 Advanced MSA, including advanced knowledge of the technical health care process, policies and procedures associated with interdisciplinary coordinated care delivery, and medical terminology

Qualifications

• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers
• Ability to learn quickly and retain large amounts of complex information relative to scheduling radiologic procedures and associated processes
• Experience working in a very structured, fast-paced, high-volume, and ever-changing work environment
• Ability to adapt to a very busy work environment and handle stress and changing situations in a professional and collaborative manner

Preferred Experience

• Experience with Window-based computers and ability to type 40 wpm
• Previous experience scheduling radiologic procedures using an electronic appointment package
• Experience with rotating positions to provide cross-coverage
• Experience working in a Customer service-oriented work environment with a variety of individuals and presenting a professional appearance
• Experience working as part of a team to complete tasks as well as being responsible for completing individual work assignments
• Experience working in an environment requiring the ability to multi-task, for example, ability to schedule imaging procedures via phone and face-to-face, and coordinate a myriad of paperwork concurrently

Work Schedule

Monday - Friday, 7:30am - 4:00pm, subject to change based upon the needs of the agency.