The Advanced Medical Support Assistant (AMSA)position serves as
a Consult Coordinator for Community Care. The AMSA works
collaboratively with other members of expanded health care teams
(i.e., Patient Aligned Care Team (PACT), specialty care) including
Community Care providers, pharmacists, social workers, dieticians,
behavioral health staff, etc.to provide a robust interdisciplinary
approach to care.
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Major duties for the Advanced MSA include (but are not limited
Works collaboratively in an interdisciplinary coordinated care
delivery model (i.e., PACT Specialty clinics, Compensation &
Pension (C&P), Community Care) and performs clerical
Maintains appointment schedules for Community Care, communicates
with Community Care providers to ensure they accept VA patients and
Prepares any required pre-appointment documents, schedules the
appropriate level of care and documents the schedule in the
Responsible for initiating and carrying out a variety of
administrative duties in Community Care.
Obtains medical documentation from community providers, scans to
appropriate consult with the Computerized Patient Record System
(CPRS) and alerts VA providers for continuity of care.
Coordinates internal and external care between customers and
Processes consults following Office of Community Care procedures
and guidelines and enters appropriate authorizations, if required,
utilizing the correct Fund Control Point (FCP)/Obligation number
and correct cost estimations.
Supports patient safety standards using the correct Veterans
Affairs identification, of all patients through the use of two
forms of identification, name and Social Security Number.
Promotes Veteran registration for and utilization of My
Schedules Veteran appointments with community providers using
VistA or other software scheduling options.
Schedule community care appointment for Veterans.
Complies with the mandatory training requirements for the
outpatient scheduling process.
Ensures all appointments are scheduled timely and the provider
and patient's desired dates are met.
Knowledge of appointment scheduling will include, use of various
systems to include but not limited to: VSE, HSRM, FBCS, TriWest
Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after
- You may be required to serve a probationary period
- Subject to a background/security investigation
- Must be proficient in written and spoken English
- Selected applicants will be required to complete an online
To qualify for this position, applicants must meet all
requirements by the closing date of this
United States 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.).
Experience and Education:
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
- One year above high school (TRANSCRIPT REQUIRED); OR,
3.Equivalent combination of experience and education are
qualifying for entry level for which both education and experience
are acceptable (Transcripts required if using education to
English Language Proficiency. Medical Support Assistants must be
proficient in spoken and written English in accordance with VA
Handbook 5005, part II, chapter 3, section A, paragraph 3j.
Physical Requirements. The majority of work is performed in an
office setting, primarily while seated. The position requires some
standing, ambulation, bending, and carrying of items such as
training manuals. The Advanced Medical Support Assistant is
required to sit for long periods of time at a computer terminal
typing data while having face to face contact with Veterans and
answering the telephone. In addition, there can be increased stress
due to the intensity of a patient/customer complaint or concern.
See VA Directive and Handbook 5019.
Experience. One year of experience equivalent to the [GS-5]
Assignment. 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. MSAs 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.).
Other assignments at this level include, but are not limited to:
processes incoming patient secure messaging through My Healthy Vet
and coordinates with care team as appropriate; participates in team
huddles and team meetings to manage, plan, problem solve, and
follow-up with patient care by sharing information and
collaborating with the interdisciplinary team]; setting priorities
and deadlines, adjusting the flow and sequencing of the work to
meet team and patient needs; identifies incomplete encounters and
communicates findings to providers; as needed; assists the team to
reinforce the plan of care and self-help solutions; enters
appropriate information into the electronic record; monitors
pre-appointment information and/or requirements to assure readiness
for patient visit/procedure; [manages patient systems to verify and
validate accuracy and resolve issues; evaluates patient information
and clinic schedule lists to determine whether the patient requires
an immediate appointment; informs team members about shared
patients i.e., those who receive their care at multiple VA centers
or those who receive care in the community). For all assignments
above the full performance level, the higher-level duties must
consist of significant scope, administrative independence,
complexity (difficulty), and range of variety as described in this
standard at the specified grade level and be performed by the
incumbent at least 25% of the time.
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.
IMPORTANT: A transcript must be submitted with your application
if you are basing all or part of your qualifications on
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.
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