Medical Support Assistant (Advanced)

The incumbent serves as an Advanced Medical Support Assistant (AMSA) and provides clerical administrative support in the coordination, care, and treatment provided to patients throughout the Primary Care Integrated Clinical Community (ICC), to include coverage of all Primary Care Clinics including Women's Health as well as the Front Desk/Emergency Department as needed. Basic Requirements :

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38U.S.C. 7407(a).
• *Experience. No experience required.
• *Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

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 that equips the candidate with the following:
1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
AND
Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below:
1. 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.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience: Good customer service, ability to communicate well verbally and in writing with Veterans, coworkers and supervisor. Scheduling experience, the ability to multitask and pick up efficiently where left off when interrupted by patients, nurses, provider and supervisor, ability to prioritize duties. Environment is fast paced always requiring the calm and efficient need to be prepared for the unforeseen and unexpected. Elements of flexibility, must be able to work interchangeably on different teams with diverse personalities. Being self-motivated and organized is an essential part of the job. Knowledge of clinic workflow and medical terminology.

Reference: For more information on this qualification standard, please visit .

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. 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: . 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: .