The Advanced Medical Support Assistant (AMSA) provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. The AMSA works closely with clinical personnel to ensure Veterans receive timely referred and scheduled care in their local community.

Duties

Major duties include, but are not limited to: Coordinate Veteran appointments through community vendors utilizing guidance and direction from the Veteran's care team to ensure appointments are scheduled accurately, efficiently, and within the clinical needs requested by the provider. Develop and/or maintain effective and efficient communication with the Veteran, Veteran representatives, interdisciplinary care teams, VA medical centers, and other agencies. Assist the HCBS case managers in care coordination of referrals, referral package development, scheduling, sending needed forms and authorizations to community vendors, sending Veteran communication letters, following up with community vendors to ensure appointment completion and obtaining and scanning of medical records. Assist with coordination of the care plan process. Process incoming Veteran messages through message manager and care requests through MyHealtheVet. Follow up on Veteran needs by sharing information and collaborating with the interdisciplinary team. Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Enter appropriate information into the electronic record per established policies and procedures. Manage patient systems to verify and validate accuracy and resolve issues. Evaluate and triage scheduling needs to meet recommendations by clinician in regards to urgency of referrals. Work Schedule: Monday-Friday, 8:00am to 4:30pm Telework: Available at supervisor discretion. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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 Education. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for positions 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: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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. 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-6 MEDICAL SUPPORT ASSISTANT (ADVANCED) REQUIRED EXPERIENCE: (a) Experience. One year of experience equivalent to the GS-5 grade level. Equivalent experience includes, not is not limited to: Advising clinical staff on current administrative processes; answering phones, greeting patients, relaying messages to appropriate staff inside and outside of the unit; interpreting and verifying provider orders in accordance with national scheduling guidelines; scheduling, canceling, re-scheduling patient appointments or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine daily needs of the clinic; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments; and coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determining appointment type based on the patient's eligibility status. AND (b) Demonstrated Knowledge, Skills, and Abilities. Candidates must be able to demonstrate all of the KSAs below: 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 organizes 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. 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 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. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA Central Iowa Health Care System 3600 30th St Des Moines, IA 50310 US
• Name: Kelsey Petty
• Phone: 515-721-4423
• Email: [email protected]