Advanced Medical Support Assistant; Emergency Department

Overview

The Advanced Medical Support Assistant (AMSA) serves as a member of the Durham VA Health Care System, operating in a Direct Care area at duty stations throughout the Health Care System. The work of the AMSA includes serving as the initial point-of-contact for Veteran interactions within the health system clinics to conduct scheduling, re-scheduling, and cancellation of patient appointments, and responding to electronic orders and consults in the electronic medical record and medical systems.

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.

• 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:
  
  (1)
  
  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 - (2)
  
  Education:
  
  One year above high school
• OR - (3) Experience/Education Combination:
  Equivalent combination of experience and education are
• 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:
  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: 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.
• 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 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 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://(Use the "Apply for this Job" box below). Standards/
• The full performance level of this vacancy is GS-6.
  
  Physical Requirements:
  
  See VA Directive and Handbook 5019
• This is mostly a sedentary position
• There will be some light lifting up to 25 lbs - bending - standing - stooping - walking
• This position will require you to work in front of a computer screen for 90% of your day.

• Duties include but are not limited to:
  The AMSA 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
• The AMSA must assist with clinic access contingency plans by adjusting appointment times, location, or dates…