Medical Support Assistant (Advanced)

The incumbent is assigned to Medical Administration Service at the VA Maryland Healthcare System at the Baltimore location. The Advanced Medical Support Assistant (AMSA) is responsible for administrative support of clinical services. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

DUTIES: Scheduling appointments in accordance with VHA Directive 1230(3) and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. Verifies and updates patient demographics to include capturing of insurance data. Ensures that all patients are identified by photo identification. Responsible for receiving and routing all Veterans who report to the facility for scheduled and unscheduled examinations and appointments, assuring that the patients are electronically checked-in for their appointment. Responsible for explaining in detailed to Veteran about upcoming appointments, ensuring they understand what they must do and where they must go to complete their work-up. Responsible for capturing scheduling preference. Ensures clinic assigned staff are appropriately utilizing Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI), insurance capture buffer report, pre-registration and view electronic health record (EHR) alerts for accurate disposition daily. Ensures patients online appointments (VAOS) are review daily and scheduled within 2 business days from time of receipt from the notification manager. 1. Ensures patient encounters are given to the Provider or clinical staff by the end of business each day. Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations). Ensures that consults greater than 30 days have proper documentation for additional scheduling attempts or dispositioning directed by the provider. I. Ensures clinic assigned staff is appropriately using the insurance capture buffer exception list and appropriately utilizing Vet Link for clinics assigned. Receives and directs patients and visitors by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. Directs patients and families to Decedent Affairs regarding death benefits. Directs patients to Beneficiary Travel for transportation support and vouchers as required. Directs patients to Eligibility and Enrollment for follow up regarding any eligibility issues. Orients and provides on-the-job training for new AMSA employees as required in collaboration with Lead MSA and Supervisory MSA. Monitors pre-appointment requirements to ensure readiness for the patient visit; perform administrative follow-up actions; evaluate patient information and clinic schedule list. Monitors CTM to review the status of consults, at minimum to include consults greater than 90 days, unscheduled no activity greater than 30 days linked to past appointment, and other status that require administrative/MSA action. Document attempts in CTB (consult toolbox). Make patients aware of community care wait time. Responsible for submitting Patient Tracking form upon request from supervisor. Responsible for reviewing and following up on several reports to include Aged Consult report, Community Care Scheduling Timeliness, Recall Reminder report, Return to clinic orders report. Discuss opt-in and opt-out with patients. Notifies Supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Completes pre-registration call list for patients with future appointments. Responsible for other duties as assigned. Work Schedule: Varied. Will be discussed during interview. Telework: Adhoc Only Virtual: This is not a virtual position. Functional Statement #: 25563-F VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.