Medical Support Assistant (Advanced)- Mental Health Service

About the Role

The Advanced Medical Support Assistant (AMSA) serves above the full performance level as a Mental Health MSA and is a foundational role within the VHA Behavioral Health Interdisciplinary Program Team-Based Care (BHIP) initiative. Patient care is delivered in a team-based model known as the BHIP.

Duties

• Works collaboratively in an interdisciplinary coordinated care delivery model (BHIP) and performs receptionist duties, customer service, and other duties assigned for the proper and timely treatment of patients.
• Maintains appointment schedules for one or more outpatient clinics; assists with clinic access contingency plans by adjusting appointment times, location, or dates, as well as shifting patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Supports patient safety standards using the correct VA identification of all patients through the use of two forms of identification (name and full Social Security Number; patient may also present the Veterans Identification Card).
• Uses each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease returned mail and incorrect contact numbers.
• Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients; collects, scans, and updates health insurance information, serving a major role in the revenue process; identifies patients with third-party insurance.
• Promotes veteran registration for and utilization of My HealtheVet (MHV).
• Serves as front-line contact for patients and staff, setting the tone for perception concerning quality of healthcare services; applies a high degree of tact and diplomacy when dealing with veterans who have multiple health problems and may be frustrated with the administrative process.
• Ensures all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending documents to scanning.
• Screens/receives phone calls in a courteous and timely manner, determines the nature of requests and provides information using privacy rules and established clinic processes.
• Interprets and communicates requirements of VHA Scheduling Directives and completes accurate scheduling responsibilities including:
  • Scheduling appointments and accurately utilizing the Electronic Waiting List in a timely manner; all appointments made with patient input, either in person or by phone, requiring a high level of coordination to avoid multiple trips.
  • Notifying supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
  • Daily review of active/pending consults, Mental Health Databases, and MHTC assignments.
• Fully participates in the daily BHIP huddles and weekly team meetings where patient care planning and management occur.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Requirements

• United States Citizenship (non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy).
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• No experience required.
• No licensure, certification, or registration required.
• 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).

Qualifications (GS-6 Grade Level)

• One year of creditable experience equivalent to the next lower grade.
• Candidates must demonstrate all of the following KSAs:
  • 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.
  • 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 (including 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.
  • 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.
  • 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; this may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
• Assignment: At the advanced level, the AMSA performs difficult and responsible specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the 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. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.

Preferred Experience

• 1 year experience working in a clinical environment coordinating clinic schedules for providers (e.g., medical doctors, nurse practitioners, physician assistants, psychologists/psychiatrists).
• 1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.
• 1 year experience with medical terminology in an interdisciplinary coordinated care delivery model.
• 1 year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g., telephone and/or e-mail).
• 1 year experience with documenting appropriate information into an electronic medical record.

Pay & Benefits

• Competitive salary and regular salary increases.
• 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). Selected applicants may qualify for credit toward annual leave accrual based on prior work experience or military service experience.
• 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.
• 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.
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

Schedule

Monday to Friday, 8:00am to 4:30pm.

Additional Information

The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Telework: Not Available. This is not a virtual position. Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.