The Advanced Medical Support Assistant (AMSA) serves as the Telehealth AMSA, and performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Telehealth Services within the Fargo VA Health Care System (VAHCS).

Duties

The AMSA independently performs a full range of duties to include answering phones, greeting patients, relaying messages to appropriate staff inside or outside the unit, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines and community care processes. S/he will complete clinic scheduling by assisting with tracking of Return to Clinic Orders (RTC) orders, opening clinic slots, canceling/opening clinics and canceling/rescheduling patient appointments as needed for all Telehealth appointments while maintaining flexibility in adapting to changes in the schedule and workload. Major Duties: Will monitor and report issues relating to the safety of staff and Veterans while following existing policies and procedures and acting in a professional manner with staff and Veterans. The incumbent has a key role in the training and maintenance of the Telehealth Management Platform (TMP). The AMSA assists in monitoring and ensuring the integrity of various databases, consult management, encounter action required, RTC management, the Insurance Capture Buffer (ICB) system, and other reports and data used in the management of administrative and customer service within Telehealth services. The AMSA is responsible for ensuring appropriate use of administrative support packages, preregistration, clinic appointment profiles, information security, insurance capture, verifying and updating demographics, the completion of text orders, and other critical administrative tools. The incumbent explains outpatient policies to patients, families, employees, and Veterans' organizations. The employee provides administrative assistance to clinical staff related to access for providing telehealth care; i.e., specialty clinics, prosthetic services, and imaging services. The incumbent explains available My HealtheVet and Telehealth Programs offered by the VAHCS. This incumbent must be proficient in Microsoft Word, Excel, SharePoint, and PowerPoint as well as the scheduling packages in VISTA and CPRS. The employee performs administrative and clerical functions within Telehealth services. Work Schedule: Monday - Friday, 8:00am-4:30pm Telework: Ad-Hoc 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 entry level for which both education and experience are acceptable. c. Certification. None required. d. Grandfathering Provision. 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). 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 credits 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. Grade Determinations: GS-6 Medical Support Assistant (Advanced) Experience: One year of experience equivalent to the GS-5 grade level. AND Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: 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. 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-6. Physical Requirements: 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

Educational substitute not eligible for this grade level.

Contacts

• Address Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Kimberley Wilkinson
• Phone: 832-546-9908
• Email: [email protected]