The Advanced Medical Support Assistant (AMSA) works in an outpatient clinic or inpatient setting. The AMSA'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; managing the Electronic Waiting List (EWL); Recall delinquency lists; patient processing, to include clinic flow and admissions and discharges; and customer service.

Duties

***This Announcement closes on 09/23/2024 or once it reaches 40 applicants*** St. Louis VA Medical Center is committed to Diversity and Inclusion. Together, we strive to create and maintain a working and learning environment that promotes professional growth and teamwork. We offer an inclusive, equitable, and welcoming environment where we celebrate our individual differences and unite as a team toward a common goal of providing outstanding service to our Nation's Veterans. The Advanced Medical Support Assistant (MSA) works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Major Duties include, but are not limited to the following: Schedule/Coordinate appointments using advanced clinic access principles. Adjust appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs Screen/receive phone calls in a courteous and timely manner Determine the nature of requests, provide the information desired while using privacy rules and clinic processes Maintain a professional, caring, compassionate and sensitive manner when explaining procedures to veterans/their family members both in person and on the phone. Set priorities and maintain deadlines Patient processing to include clinic flow and admissions and discharges. Coordinate administrative services to insure continuity of inpatient and outpatient care. Direct work of Clinical Support Section or ward employees in the absence of the supervisor Complete personnel reports, rosters, and maintenance of supplies and forms Prepare a wide variety of administrative reports Guide patients through hospital systems Input referrals Document complaints Work Schedule: Monday - Friday; 7:30am -4:00pm | 8:00am - 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

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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. 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 entry level for which both education and experience are acceptable. 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: GS-6 - Medical Support Assistant (Advanced) Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must 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 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. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. 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. Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address VA St Louis Health Care System 1 Jefferson Barracks Drive St. Louis, MO 63125 US
• Name: Celena Bruce
• Phone: 909-871-7874
• Email: [email protected]