The Advanced Medical Support Assistant (AMSA) serves in the Surgery ICC, to include Desk 2B, Desk 2C, Desk 4C, and GI Suite. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, patient processing, and customer service.

Duties

Duties include, but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient-aligned care team (PACT) or specialty clinic) to review clinic utilization by using various reports. Enters appropriate information into the electronic record. Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients. Performs administrative follow-up actions 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 shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Screens/receives phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and established clinic processes. Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Participates in the specialty team meeting where patient care planning and management occur and provides support in data management, consult management, and specialized scheduling. Informs providers about patients who no-show for their appointments or patients who cancel without rescheduling their appointments. Runs and manages the Missed Opportunity Call List National Initiative to Reduce Missed Opportunities (NIRMO) and makes reminder calls to patients as needed. Generates letters and pre-procedure instructions to patients. Monitors pre-appointment requirements to ensure readiness for patient visiUprocedure (e.g., X-ray, lab work). Reviews patients' records upon completion of their visits and ensures that all follow-up care (such as consults, tests, etc.) has been scheduled. Makes wristbands for special procedures and admissions, ensuring the proper identification and accuracy. Serves as a telehealth facilitator as needed, which includes coordinating and scheduling telehealth appointments with the provider, patient, equipment, and specific location, entering telehealth appointments in VistA and mailing outpatient appointment letters, reserving equipment, and reserving rooms at provider and patient locations. Work Schedule: Monday-Friday, 8:00am to 4:30pm Telework: Not Available 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, but 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 Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Kimberley Wilkinson
• Phone: 832-546-9908
• Email: [email protected]