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This Position Is No Longer Available


Job Title:  Advanced Medical Support Assistant [Patient Scheduling Unit]
Department:  Department Of Veterans Affairs
Agency:  Veterans Affairs, Veterans Health Administration
Job Announcement Number:  1013144MJ

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
SALARY RANGE:
$41,325.00 to $53,719.00 / Per Year
OPEN PERIOD:
Friday, December 13, 2013 to Monday, January 06, 2014
SERIES & GRADE:
GS-0679-06
POSITION INFORMATION:
Full Time - Excepted Service Permanent
DUTY LOCATIONS:
1 vacancy in the following location:
Livermore, CA View Map
WHO MAY APPLY:
United States Citizens
SECURITY CLEARANCE:
Public Trust - Background Investigation
SUPERVISORY STATUS:
No

JOB SUMMARY:

Vacancy Identification Number (VIN): 1013144 

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans.  

How would you like to become a part of a team providing compassionate care to Veterans? 

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities.  For more information on the Department of Veterans Affairs, go to http://www.vacareers.va.gov/ .  

NOTE:   The Professional Standards Board (a peer-review group) will review the selected candidate's education and experience and recommend the step at which the candidate will be placed in that specific grade.  The salary is based on the grade and step approved for the selected candidate.

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.

Relocation Expenses:  Relocation expenses are not authorized for this position.

***RECRUITMENT AND/OR RELOCATION INCENTIVE ARE NOT AUTHORIZED

TRAVEL REQUIRED

  • Not Required

RELOCATION AUTHORIZED

  • No

KEY REQUIREMENTS

  • Must pass pre-employment examination
  • English Language Proficiency required
  • Background and-or Security Investigation required

DUTIES:

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FUNCTIONAL STATEMENT NUMBER:  000000.

WORK SCHEDULE:  MONDAY THROUGH FRIDAY - 8:00AM TO 4:30PM

DUTIES : The Advanced Medical Support Assistant (MSA) works in the Patient Scheduling Unit (PSU).   The PSU provides telephone access for scheduling needs, as well as point of access to update patient demographic information and collect patient insurance information. The PSU is responsible for the overall scheduling functuality in a level 1, tertiary care referral facility, which accepts referrals from a variety of sources, including CHAMPU/Tricare, DoD Sharing, CHAMPVA, non-VA sharing agreements, Spinal Cord Injury, PTSD, Nursing Home, Domiciliary Care, GRECC, Blind Rehabilitation, as well as referrals from medical centers in VISN 21 and northwestern states.

  • Initial point-of-contact for all persons calling the PSU, determines the callers need and quickly and efficiently assists the caller.   Timely and accurate receipt of patient telephone contacts regarding scheduling issues and assists with patient problem resolution, concerns, and unmet needs. Determines nature of patient's needs, questions or complaints, and answers questions, provides information.
  • Determines status of patient and if a new patient advises on VA care eligibility.   Ensure patient is assigned to an appropriate primary care provider and facilitate the scheduling of appointments.   Ensure eligibility for appointments in specialty clinics, coordinates consult scheduling for care to the specialty clinics.
  • Monitors PSU telephone system.
  • Responsible for reviewing the patient's list of pending appointments in the recall software to determine if additional visits could be scheduled during the call.   Offers to coordinate appointments to reduce multiple visits to the facility.
  • Gathers accurate and current demographic information and third party insurance information.   Makes corrections to VistA database.  Ensure data is accurate.  
  • Verifies registration and eligibility data, and advise veteran the process to update their registration.
  • Assists supervisor in a variety of reports, surveys, and special projects designed to apprise management of the call center's quality, production, timeliness, etc.


QUALIFICATIONS REQUIRED:

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BASIC REQUIREMENTS:  

  • U.S. citizenship.   Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • Engligh 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
  • Experience and Education.

         (1) Experience. Six months experience of clerical, office or other 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.

 IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

GRADE DETERMINATIONS:

Experience:   One year of experience equivalent to the next lower grade level (GS-5).

Assignment.  The Advanced Medical Support Assistant (MSA) works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.).  The Advanced MSA coordinates with the patient care team to review clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.  They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.).  Other assignments at this level include, but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.  For all assignments above the full performance level, the higher level duties must consists of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

 Demonstrated Knowledge, Skills, and Abilities.  Candidates must demonstrate the KSAs below:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objects.  This may include preparing reports in various formats and presenting data to various organizational levels.
  3. Advanced knowledge of the technical health care process as it relates to access to care.
  4. Advanced knowledge of managing a clinic.  This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 

References : VA Handbook 5005/53, Part II, Appendix G45, MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated June 7, 2012.  VA Handbook 5005 available in the local Human Resources Office.

REQUIRED INFORMATION: 

Physical requirementsThe work is primarily sedentary, but does require some walking, bending, stooping, standing, stretching and carrying objects such as moderately heavy medical records.   Works also requires spending significant amounts of time performing keyboard data entry and wearing headsets.   Concentration and sustained performance under prolonged stress is required because of the demands placed on clinic/scheduling operations with the health care facility, patients and/or their representatives and the need to respond in a calm and efficient manner. 


APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications.  Applicants must, therefore, only report attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html.  All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or dates of impending separation.

Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veterans Preference" with required proof as stated on the form.  For more information, please review the information for disabled Veterans in the application checklist or visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

 

HOW YOU WILL BE EVALUATED:

Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.  

NOTE: Your resume must include the following information for each job listed:

  • Job title
  • Duties (be as detailed as possible)
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)


BENEFITS:

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Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life.  For more information please visit us at http://www4.va.gov/JOBS/Job_Benefits/benefits.asp .

OTHER INFORMATION:

This position is in the Excepted Service and does not confer competitive status. 

Receiving Service Credit for 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.   VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service.  This credited service can be used in determining the rate at which they earn annual leave.

  

Reasonable Accommodation: This office provides reasonable accommodations to applicants with disabilities. If requested and appropriate, and you need reasonable accommodation for any part of the application and hiring process, please notify this office either orally or in writing. The decision on granting reasonable accommodation will be on a case-by-case basis.

Information about Reasonable Accommodation is on OPM’s Reasonable Accommodation website at:

http://www.opm.gov/Disability/ReasonableAccommodation.asp

 

The Department of Veterans Affairs supports a drug-free environment.

 

The Department of Veterans Affairs is an Equal Opportunity Employer.

VA employees, applicants for employment, and former employees shall not be discriminated against based on race, color, religion, gender (sex), national origin, age, physical or mental disability, and/or reprisal for filling a charge of discrimination, participating in an investigation, or having opposed prohibited discrimination.  Sexual and non-sexual harassment based on the above categories is also prohibited.

 

This job opportunity announcement may be used to fill additional vacancies.

 

 


HOW TO APPLY:

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All applicants are encouraged to apply online.

To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on Monday, January 06, 2014 to receive consideration.

  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click the Submit My Answers button to submit your application package.

It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. 

To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.  Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement.  You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

 

 


REQUIRED DOCUMENTS:

The following documents are required for ALL APPLICANTS:

  1. CV or Resume. {NOTE: Your federal resume must include the following information for each job listed: Job title; Duties (be as detailed as possible); Month & year start/end dates (e.g. June 2007 to April 2008); Full-time or part-time status (include hours worked per week)}
  2. Completed (filled out, signed, and dated) VA Form 10-2850c - Application for Associated Health Occupations (Available at   http://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf) (required).
  3. If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action (required).
  4. Any other documents required by the checklist .

Applicants claiming VETERANS PREFERENCE must also submit:

  1. A copy of your DD-214, member copy 4; OR
  2. Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within the last 120 days
  3. Veterans claiming 10 Point Preference, must also submit: SF-15 AND ALL documents indicated on the form as proof of type of preference

Faxing Applications or Supporting Documents:

    You are encouraged to apply online.   Applying online will allow you to review and track the status of your application.

    NOTE:   If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in you being found ineligible.

    If you completed the occupational questionnaire online and are unable to upload supporting document(s):

  1. To fax your documents, you must use the following cover page http://staffing.opm.gov/pdf/usascover.pdf and provide the required information.   The Vacancy ID is 1013144.
  2. Fax your documents to 1-478-757-3144.
  3. If you cannot complete the Application Package online, you may fax all of your materials.   The complete application package must be submitted by 11:59 PM (EST) on Monday, January 06, 2014   to receive consideration.   Keep a copy of your fax confirmation in the event verification is needed.

To complete the occupational questionnaire and submit via fax: 

  1. Click the following link to view and print the occupational questionnaire View Occupational Questionnaire
  2. Print the 1203FX form, follow the instructions and provide your responses to the occupational questionnaire items http://www.opm.gov/forms/pdfimage/opm1203fx.pdf. 
  3. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144.  Your 1203FX will serve as a cover page for your fax transmission.

AGENCY CONTACT INFO:

VAPAHCS USAS
Phone: (650)493-5000x63951
Fax: (478)757-3144
Email: V21PALWORKFORTHEVA@VA.GOV
Agency Information:
VHA Palo Alto HCS
Department of Veterans Affairs
Palo Alto Health Care System
NO MAIL/EMAIL/IN-PERSON APPLICATIONS
Palo Alto, CA
94304 Fax: (478)757-3144

WHAT TO EXPECT NEXT:

After we receive your complete application package (including any required documents), your qualifications will be reviewed to decide if you meet the basic requirements.  You will be notified when this decision is made.

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