• Verifies eligibility for medical benefits and/or travel benefits of applicant;
• Provides exceptional customer service by exceeding the customer's expectations;
• Responds to inquiries from Veterans, Medical Center staff and other agencies regarding applying for care, eligibility, SMT qualification, etc.
• Instructs other employees in assigned tasks and job techniques, may conduct formal and informal on-the-job training, and will answer questions on procedures, policies and directives relating to Business Office subject matter;
• Attends staff meetings for the Business Office Section and is expected to be a communication facilitator while providing feedback to Manager/Supervisor and/or Lead regarding all matters of Business Office;
• Ensures that all annual training requirements are completed in accordance with VA policy;
• Works with staff to ensure that patients and customers receive optimal care and service.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English

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 and Education - 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 one year above high school; or equivalent combinations of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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: One year of experience equivalent to the next lower grade level (GS-05) in the Federal Service. Qualifying experience is experience in a medical setting providing assistance to patients; answering and directing calls; managing appointment schedule to include scheduling, cancelling and rescheduling appointments and consults; evaluating patient information and clinic schedule lists to determine if patient is vested; and interpreting and verifying provider orders.

Assignment: The AMSA is primarily responsible for the intake, interviewing and administrative process for patients and beneficiaries applying for medical benefits and/or beneficiary travel services. Applications may be received in person, by telephone, by mail, on-line or referral from another VA. Attention to detail is mandatory for the duties involved in this position. The incumbent will make preliminary eligibility determinations on a variety of topics such as; medical benefits, copay requirements, dental benefits, special transportation and travel benefits, and must consider if any special eligibilities exist (i.e. Agent Orange, psychosis and other mental illnesses, Military Sexual trauma, Camp Lejeune exposure, Purple Heart recipient, Prisoner of war, Combat, etc.)

In addition to the requirements listed above, 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 objectives. 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 G, page II-G45-4& II-G45-5, para. 3(4)(c). This can be found in the local Human Resources Office. This can be found in the local Human Resources Office.

Physical Requirements: See VA Directive and Handbook 5019.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

NOTE: The Professional Standards Board (a peer-review group) will review the selected candidate's education and experience and recommend the grade and salary at which the candidate will be placed. For internal selectees eligible for promotion, the board will determine grade and HR will determine step in accordance with policy.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.