ADVANCED MEDICAL SUPPORT ASSISTANT
The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Additionally, the postion requires a wide range of customer service involvement such as:
Greets Veterans and provides information. Assists visitors regarding such things as the procedures for obtaining medical care; directions and information for contacting various departments and services within the Medical Center. Directs patients and/or visitors to the appropriate clinical location for outpatient visits. Assists patients with utilizing kiosks. Checks Veterans in for appointments. Updates demographic information and next of kin. Ensures that the appropriate opt-out procedures are utilized. Enters insurance information into the insurance buffer. Scans all of the Veteran's insurance cards through the Insurance Capture Buffer scanner. Possess some knowledge of Medical Center procedures, regulations, physical lay-out, staff and functions in order to direct Veteran's, family members and visitors. Work Schedule:
The work schedule will be determined based on the needs of the Medical Center. The Providence VA Medical Center is an acute care facility operating 24 hours a day 7 days a week. While most tours of duty are scheduled during the day, the AMSA, may work tours other than their regular scheduled tour, including working evenings, nights and weekends to cover shortages or high patient volume. Shift changes will be considered based on patient and facility needs.This job opportunity announcement may be used to fill additional vacancies. Training Schedule:
Employment is contingent on completing a 80-hour National Scheduling Training Program for all newly hired Medical Support Assistants and Advanced Medical Support Assistants. This will require the applicant to commit to a 2 week fulltime schedule adjustment for this training. The 2 week training is currently scheduled to occur at the Providence, RI VA facility at 830 Chalkstone Ave, Providence, RI 02809. Selected individuals must be available to attend the entire training in person, failure to do so can hinder successfully meeting the course requirement, resulting in employment termination. See conditions of employment in Conditions of Employment Section below. Compressed/Flexible Schedule:
Not Available. Telework:
Non-Eligible. Virtual:
This is not a virtual position. Relocation/Recruitment Incentives:
Not Authorized. Financial Disclosure Report:
Not required. 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:
Must be proficient in spoken and written English. AND 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, One year above high school; OR, Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Qualifying
Experience:
Must possess one (1) year of qualifying experience equivalent to the next lower grade level in Federal Service (GS-5). This qualifying experience includes but is not limited to:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advises clinical staff on current administrative processes; responsible for answering phones, greeting patients, relaying message to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient's appointments and/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 the 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; coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Grade Determinations:
Experience must have led to the following knowledge skills and abilities:
Knowledge, Skills, Abilities and Other Characteristics-Factors 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 operational activities that affect the patient flow and patient care, to include but is not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, and provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Two or more years of experience in a moderate to high volume outpatient clinic or doctor's office with responsibility for scheduling appointments, and secretarial duties related to outpatient clinic activity. References:
http:
//vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office. The full performance level of this vacancy is 6. Physical Requirements:
The work to be performed involves walking, sitting and standing throughout most of the workday. The Advanced Medical Support Assistant will move from a sitting/standing position several times during the day. Because of the nature of the population treated, they may be required to assist in the lifting of heavy patients to position the patient properly for the exam. Advanced Medical Support Assistant required training:
All newly hired Medical Support Assistants and Advanced Medical Support Assistants are required to complete 80 hours of the nationally standardized AMSA training curriculum. This includes 20 hours of didactic (classroom) instruction and 60 hours of hands on practical training. Trainees are provided references and visual aid material which they can access any time, including during testing, and bring with them upon job commencement. Each trainee must sufficiently demonstrate competency at the completion of the 80 hours training. Competency includes scored written exams and scored hands on practical exams, in which the combined total score, an average for all sections, must be 75% or higher. Failure to pass the written or practical exams will result in revocation of scheduling keys. Scheduling is a critical function of the AMSA's job requirement and revocation may result in termination. The final results of the competency assessment are determined by the Ambulatory Care Operations Director/Group Practice Manager and are communicated to the employee's immediate supervisor and/or service chief. Trainees will be responsible to attend every day of training which is located at the main facility (830 Chalkstone Ave, Providence, RI). Operational Travel reimbursement may be applicable.
Estimated Salary: $20 to $28 per hour based on qualifications.
Greets Veterans and provides information. Assists visitors regarding such things as the procedures for obtaining medical care; directions and information for contacting various departments and services within the Medical Center. Directs patients and/or visitors to the appropriate clinical location for outpatient visits. Assists patients with utilizing kiosks. Checks Veterans in for appointments. Updates demographic information and next of kin. Ensures that the appropriate opt-out procedures are utilized. Enters insurance information into the insurance buffer. Scans all of the Veteran's insurance cards through the Insurance Capture Buffer scanner. Possess some knowledge of Medical Center procedures, regulations, physical lay-out, staff and functions in order to direct Veteran's, family members and visitors. Work Schedule:
The work schedule will be determined based on the needs of the Medical Center. The Providence VA Medical Center is an acute care facility operating 24 hours a day 7 days a week. While most tours of duty are scheduled during the day, the AMSA, may work tours other than their regular scheduled tour, including working evenings, nights and weekends to cover shortages or high patient volume. Shift changes will be considered based on patient and facility needs.This job opportunity announcement may be used to fill additional vacancies. Training Schedule:
Employment is contingent on completing a 80-hour National Scheduling Training Program for all newly hired Medical Support Assistants and Advanced Medical Support Assistants. This will require the applicant to commit to a 2 week fulltime schedule adjustment for this training. The 2 week training is currently scheduled to occur at the Providence, RI VA facility at 830 Chalkstone Ave, Providence, RI 02809. Selected individuals must be available to attend the entire training in person, failure to do so can hinder successfully meeting the course requirement, resulting in employment termination. See conditions of employment in Conditions of Employment Section below. Compressed/Flexible Schedule:
Not Available. Telework:
Non-Eligible. Virtual:
This is not a virtual position. Relocation/Recruitment Incentives:
Not Authorized. Financial Disclosure Report:
Not required. 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:
Must be proficient in spoken and written English. AND 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, One year above high school; OR, Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Qualifying
Experience:
Must possess one (1) year of qualifying experience equivalent to the next lower grade level in Federal Service (GS-5). This qualifying experience includes but is not limited to:
performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advises clinical staff on current administrative processes; responsible for answering phones, greeting patients, relaying message to appropriate staff inside or outside of the unit; scheduling, canceling, re-scheduling patient's appointments and/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 the 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; coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). Grade Determinations:
Experience must have led to the following knowledge skills and abilities:
Knowledge, Skills, Abilities and Other Characteristics-Factors 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 operational activities that affect the patient flow and patient care, to include but is not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, and provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred
Experience:
Two or more years of experience in a moderate to high volume outpatient clinic or doctor's office with responsibility for scheduling appointments, and secretarial duties related to outpatient clinic activity. References:
http:
//vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office. The full performance level of this vacancy is 6. Physical Requirements:
The work to be performed involves walking, sitting and standing throughout most of the workday. The Advanced Medical Support Assistant will move from a sitting/standing position several times during the day. Because of the nature of the population treated, they may be required to assist in the lifting of heavy patients to position the patient properly for the exam. Advanced Medical Support Assistant required training:
All newly hired Medical Support Assistants and Advanced Medical Support Assistants are required to complete 80 hours of the nationally standardized AMSA training curriculum. This includes 20 hours of didactic (classroom) instruction and 60 hours of hands on practical training. Trainees are provided references and visual aid material which they can access any time, including during testing, and bring with them upon job commencement. Each trainee must sufficiently demonstrate competency at the completion of the 80 hours training. Competency includes scored written exams and scored hands on practical exams, in which the combined total score, an average for all sections, must be 75% or higher. Failure to pass the written or practical exams will result in revocation of scheduling keys. Scheduling is a critical function of the AMSA's job requirement and revocation may result in termination. The final results of the competency assessment are determined by the Ambulatory Care Operations Director/Group Practice Manager and are communicated to the employee's immediate supervisor and/or service chief. Trainees will be responsible to attend every day of training which is located at the main facility (830 Chalkstone Ave, Providence, RI). Operational Travel reimbursement may be applicable.
- Department:
0679 Medical Support Assistance - Salary Range:
$43,338 to $56,341 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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