The Advanced Medical Support Assistant (AMSA) for the Whole Health Clinics performs clerical and administrative support in the coordination, care, and treatment provided to patients through the Whole Health clinics under the Associate Director for Patient Care Services. Work includes documentation in medical records, utilization of established protocols in the assessment and referral of patients to clinical staff, services, and other services as appropriate.

Duties

Duties of this position are, but not limited to: Scheduling appointments, including interpreting and verifying provider orders and using the consult toolbox in accordance with VHA national scheduling guidelines. Scheduling, canceling, re scheduling patient appointments and/or consults Entering no-show information Monitoring the electronic wait list (EWL) Preparing for clinic visits Monitoring patient appointments for areas of responsibility Verifying and updating demographics and insurance information. Receives and processes applicants for outpatient treatment. Makes patient appointments and coordinates lab, imaging, and other clinic appointments for eligible Veterans. Initiates and coordinates patient processing activities and ensures demographic information is correct and pre-registration is completed and is responsible for obtaining additional pertinent administrative patient information, as required. Understands and is able to explain the entitlement of benefits, clinic processes, or refers patient to appropriate staff as needed. Generates letters and pre-procedure instructions to patients. Reviews patients' records upon completion of their visits and ensures that all follow-up care has been scheduled. Skill in compiling readily available data from prescribed sources Knowledge of the organization to search and review records, files, or electronic data banks to locate information needed and to verify information given. Interprets outpatient policies to patients, their families, agency employees, and Veterans' organizations. Provides information and guidance to agency employees as requested. Work Schedule: 9 hour shifts - 8:00am-5:30pm Compressed/Flexible:Available Telework: Available Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

BASIC REQUIREMENTS: a. 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.). b. 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; OR (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1. Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. 2. Schedule medical appointments in a clinical setting. 3. Work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1. Abilityto 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. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Education

There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position.

Contacts

• Address Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Callie Ross
• Phone: 515-699-5999 X23791
• Email: [email protected]