Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Cincinnati, Ohio
Summary The Advanced Medical Support Assistant (AMSA) is responsible for organizing the day to day administrative operations of the Neurology Service. The diverse responsibilities of the AMSA result in the involvement daily with the Physicians, House staff, Physician Extenders, and other Multidisciplinary staff members (nurses, technologists, residents, fellows, students, and administrative staff) assigned to the service. Responsibilities -Works closely with the Neurology Service providers and staff to ensure that the proper team of practitioners, nurses, technicians, and other support personnel are available for their assigned clinics each week -Ensures that all administrative and clerical functions are completed in a timely and accurate manner to allow efficient and quality patient care -Arranges appointments, cancellation, rescheduling, or cross coverage in the absence of the provider so that patients are seen in a timely fashion -Utilizes Recall principles for scheduling all appointments and within the Scheduling Processes and Procedures Directives -Assists with scheduling of follow-up appointments, procedures, answer questions, provide patient information, and to assist with obtaining necessary medical records -Monitors and maintain Recall as established for the Neurology Service -Receives and direct both inpatients and outpatients to appropriate areas for clinic visits and procedures -Provides information or directs patients to the appropriate clinical area -Assists with making appropriate arrangements when necessary for situations involving but not limited to additional needs such as travel for outpatient appointments Answers non-technical questions and makes appropriate referrals for other inquiries -Ensures patients' medical records are complete and available for review at the time of clinic evaluations, when within scope of duties. This includes helping to obtain pertinent medical records from other facilities and ensuring all labs, tests and procedures ordered have been completed and that the results are available for review so that the provider seeing the patient has all data necessary to make informed decisions about the care and treatment of the patient -Assists with scheduling of tests needed urgently on patients being seen in clinic -Independently monitor clinic schedules to help identify and correct potential backlog problems. -Analyzes patient flow and care activities and will recommend solutions for the efficient conduct of patient care activities in all the Neurology Service Clinics -Ensures the timely flow of the clinic operation and continuity of follow-up appointments (including ensuring any diagnostic tests ordered are available prior to the next visit) -Observes workflow, assist patients through the hospital system, document complaints, and suggest resolution to proper officials. -Acts as a Patient Advocate, working to expedite care and resolve active issues -Utilizes VISTA/CPRS (and all available GUI systems) to access all available computerized information needed to schedule/reschedule appointments for patients as required, etc -Assists with the triage of phone calls and other primary contacts to the Neurology Service, answering non-technical questions whenever possible and re-directing other questions to the appropriate staff -Ensures that the Neurology Service has proper space, within her/his control, and coverage for all clinics -Works directly with the AO and Chief, Neurology Service or his/her designee and oversees all clerical aspects of the clinics, including ensuring the enrollment of patients into appropriate clinics -Participates in Quality Assurance activities associated with the Neurology Clinics -Assigns Neurology Service providers as required to facilitate clinic/patient care activities. This includes, but not limited to, scheduling appointments, obtaining medical records, and overseeing the clinic schedule to maintain proper clinic scheduling/rescheduling and the most efficient use of time and space allocated for the Neurology clinics -Provides advice to professional staff on eligibility determinations as well as Medical Center procedures, policies and directives -Provides written material, reference materials, and supplies as needed -Receives referrals from other administrative support personnel or physician staff on atypical or very complex situations. (i.e., travel or clinic scheduling difficulties requiring independent judgment to resolve) -Refers complex situations to the Neurology Service, Administrative Officer or Chief for the service -Coordinates requests received in the Neurology Service for medical records related to care provided by service providers -Receives and distributes records from other VA and non-VA healthcare facilities; ensures proper direction and confidentiality of these records -Assists with ensuring trainee clinics have appropriate number of patients and do not exceed ACGME approved workload for the Residents -Troubleshoots and notifies the Administrative Officer and /or Service Chief of potential problems -Serves as liaison for other services within the facility whose patients are seen by the Neurology Service at the Cincinnati VAMC Work Schedule: Monday thru Friday 8:00 a.m. to 4:30 p.m. Requirements Conditions of Employment Qualifications 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. Education/Experience (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 qualifying for entry level for which both education and experience are acceptable. 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 For Advanced Medical Support Assistant GS-6: (a) Experience: One year of experience equivalent to the GS-5 grade level. Experience at the GS-5 grade level may include: -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. -Advanced knowledge of medical terminology specific to understanding medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. -Ability to schedule medical appointments in a clinical setting. -Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. -Ability to communicate effectively and professionally in person, electronically, and/or by telephone with internal and external customers. -Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution. (b) 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. References: VA Handbook 5005/117, Part II, Appendix G45. The full performance level of this vacancy is GS-6. Physical Requirements: The work is primarily sedentary for the office setting. The incumbent should possess coordination and dexterity necessary for the safe and efficient operation of office equipment. There is a need for standing, walking, bending, and carrying lightweight supplies such as medical charts, office supplies, etc. The incumbent may be required to assist wheelchair bound or stretcher patients to/from clinic exam rooms. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online view the following link for information regarding an Alternate Application.