Medical Support Assistant (Advanced) - Patient Aligned Care Team

Department of Veterans Affairs

The Advanced Medical Support Assistant (AMSA), GS-0679-06, serves as a key administrative member of Patient Aligned Care Team and other interdisciplinary clinics, including Specialty, Surgery, Compensation and Pension, Call Center, Community Based Outpatient Clinics (CBOCs), and the Community Living Center. The AMSA provides critical administrative support, manages appointments, and coordinates information to ensure efficient access, revenue, strong customer service, and high-quality care.

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties include but are not limited to: Applies VHA scheduling directives and clinic capacity policies to accurately schedule, reschedule, and coordinate appointments with patient input (in person/phone). Manages consults, electronic wait lists (EWL), recalls, administrative transfers, and MyHealtheVet messages; review active/pending consults daily. Monitor access; notify supervisor when access falls below standards or mandated timeframes cannot be met, and implement contingency plans (adjust times/locations, shift patients). Verifies enrollment and eligibility; explain VA's mandate to collect insurance information; collect, scan, and update insurance data to support the Medical Care Cost Recovery Program. Identify third-party insurance coverage; promote patient registration and use of MyHealtheVet (MHV); train others on the Insurance Capture Buffer (ICB) process as needed. Provides information on beneficiary travel and coordinate with Health Benefits Advisor/Member Services for eligibility and means testing. Safeguards confidentiality in accordance with the Privacy Act, HIPAA, FOIA, and 38 U.S.C. §?7332 (drug/alcohol, Sickle Cell, HIV records). Upholds VA regulations, Systems Redesign principles, Medical Center memoranda, and standard operating procedures; adhere to federal privacy standards and ethical conduct at all times. Maintains readiness for Joint Commission inquiries (patients' rights, emergency preparedness, information security, environment of care); identify surveyors and respond appropriately. Demonstrates technical competency in VistA and CPRS; train staff on core scheduling and documentation workflows. Utilizes imaging applications, PC Fax, and related VistA tools; ensure clinical/administrative documents are integrated into CPRS (perform/coordinate scanning). Enters, corrects, and retrieves data in established automated systems; compile data from prescribed sources to verify and locate information. Participates fully in daily teamlet huddles and weekly team meetings for care planning and management; set priorities and deadlines with minimal supervision. Provides administrative support across Primary Care and specialty areas to physicians, PAs, nurses, APRNs, dietitians, social workers, and administrative staff. Coordinates diagnostic testing and consultative appointments across services; interact effectively with VA/non-VA specialists, hospitals, and community programs. Serves as front-line contact; demonstrate tact, diplomacy, compassion, and sensitivity when assisting Veterans and families in person and by phone. Validates and updates demographics during every interaction to reduce returned mail and unsuccessful contact attempts; ensure two-identifier verification (name and SSN or VHIC). Screens and routes calls courteously and timely; provide information consistent with privacy rules and clinic processes. Supports VHA network performance measures (Revenue, Customer Service, Access to Care, Quality); complete and adhere to annual VHA training requirements. Applies quality assurance/performance improvement principles; conduct process checks/studies as required; contribute to Systems Redesign projects. Orients clinical staff to basic administrative policies/procedures for outpatient scheduling and related topics; assist in training other MSA levels. Work Schedule: 8:00 a.m. - 4:30 p.m., Monday through Friday. Work schedule subject to change based on agency needs. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 52880F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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