The Advanced Medical Support Assistant supports the operations of the Medical Service by performing essential administrative functions and clerical tasks as needed. The incumbent serves as the patient scheduling coordinator and constantly communicates with patients, prioritizing requested appointments and determining correct scheduling protocols.

Duties

The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model. The primary purpose of the position is to provide administrative and team support in a wide variety of basic administrative functions within the outpatient clinic environment. The incumbent is considered the team / clinic / area authority on a variety of processes, regulations, policies, and procedures. Scheduling Duties: The incumbent schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options and other scheduling applications. The incumbent follows nationally established business rules to schedule appointments for veterans. This includes clinic visits, consultations and referrals for Community Care. The incumbent completes and maintains proficiency with the mandatory national and local training requirements for the outpatient scheduling process. Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Monday - Friday, 8:00 am - 4:30pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 02374F Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Qualified candidates will be referred in the order received in USA Staffing. Cutoff dates to refer qualified candidates are as follows or as needed: December 1, 2023 December 15, 2023 December 29, 2023 January 12, 2024 January 26, 2024 February 9, 2024

Requirements

Qualifications

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 1) 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; 2) Education. One year above high school English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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 who are in this occupation and meet the criteria). Grade Determinations: Experience. One year of experience equivalent to the [GS-5] grade level. Demonstrated Knowledge, Skills, and Abilities. i. 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.] ii. [Ability to independently] set priorities and organize [ ] work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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]. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679, Veterans Health Administration, August 1, 2019. The full performance level of this vacancy is GS-6. Physical Requirements: This position is mainly sedentary. Light lifting, under 15 pounds. Light carrying, under 15 pounds. Ability for rapid mental and muscular coordination simultaneously. Hearing (aid may be permitted). Mental strain / vigilance. Working closely with others. Working alone. Protracted or irregular hours of work. Possible contact with blood or infectious materials.

Education

There is no education substitution for the GS-6 level.

Contacts

• Address Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]