Summary The Advanced Medical Support Assistant (MSA) position serves in Primary Care, Specialty or Mental Health and works collaboratively with other members of expanded health care teams to include Patient Aligned Care Team (PACT) or specialty care to provide an interdisciplinary approach to care. Interfaces and collaborates with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. Responsibilities The Advanced Medical Support Assistant (AMSA) provides administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, call center and Community Care), performing duties supporting patient treatment. The AMSA uses specialized administrative judgment across a wide range of clinical flow processes. Major duties of the Advanced Medical Support Assistant (AMSA) include, but are not limited to: Adheres to VHA scheduling policies and procedures and utilizes numerous advanced patient systems. Supports patient safety standards using the correct identification of all patients. Validates and updates patient demographic information. 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). Communicates with providers to ensure they accept VA patients and payments, prepares any required pre-appointment documents, schedules the appropriate level of care, and documents the schedule in the appropriate consult. Maintains appointment schedules; Ensures appointments are made from a provider's order. Obtains medical documentation from community providers, scans to appropriate consult within the Computerized Patient Record System (CPRS) and alerts VA providers for continuity of care. Identifies incomplete encounters and communicates findings to providers; Coordinates internal and external care. Monitors pre-appointment information and/or requirements; Verifies accuracy and resolves appointment utilization issues; Completes patient check-in process (in its entirety), including the printing of documentation needed for appointment. Completes patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Interactions reflect a working knowledge of cultural differences in language, communication style, physical limitations, and other diversity-related factors. Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information. Identifies patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV). Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; Develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies using sound interpersonal skills regarding sensitive information (e.g., assists with communications during the inpatient to outpatient discharge; communicates with non-VA medical facilities; prepares correspondence to notify patients of normal lab results; manages a system for follow-up care). Treats Veterans with dignity, courtesy, and respect in keeping with the principles and practices of Veteran-Centered Care. Resolves difficult problems and diffuses potential dissatisfaction with VA services. Communicates in a courteous, positive, open, honest, cooperative manner and treats all with dignity and respect. Resolves issues in a timely manner; Directs inquires to appropriate personnel or department; Informs supervisor or appropriate management official when unable to personally address the issue. Responsible for VHIC Card process, BeneTravel requests assistance, understanding Heritage Medication Program, postage meters, UPS labels, and any other miscellaneous processes. Responds to all inquiries in person, by e-mail, and telephone in a timely and courteous manner and as quickly as the situation dictates. Exercises good judgement, tact and skill in communication and interpersonal relations. Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care; Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; Recommends changes to existing clinic procedures based on current administrative guidelines. Utilizes reports to assist in care delivery process. Maintains professional dress and demeanor in accordance with policy. Maintains flexibility and readiness to accomplish other duties as assigned by Supervisor. Work Schedule: Tours vary; Monday - Friday Telework: Not eligible Virtual: This is not a virtual position. Financial Disclosure Report: Not required 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. Experience: One (1) year 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. Education - Four (4) years above high school. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3j. Grade Determinations: For Advanced Medical Support Assistant, GS-6: One year of experience at or equivalent to the next lower grade level GS-5. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: 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. The full performance level of this vacancy is GS-6. Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.). References: For additional information regarding the Medical Support Assistant series, including a complete listing of all positions within the Medical Support Assistant career track, refer to Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. For additional information visit the local Human Resources Office or view the electronic reference at https://www.va.gov/OHRM/QualificationStandards/HT38/0679-MedicalSupportAssistant.pdf. 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: https://ope.ed.gov/dapip/#/home. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.