Clarification from the agency

IT IS HIGHLY SUGGESTED THAT YOU CLEARLY DOCUMENT THE KNOWLEDGE, SKILLS, AND ABILITIES LISTED IN THIS ANNOUNCEMENT. Please ensure your resume is formatted MM/YYYY to MM/YYYY for all positions held so that we may give you credit for your experience. This announcement is open to U.S. Citizens.

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The Advanced Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model for Community Care. Incumbent will perform receptionist duties, customer service and other duties assigned for the proper and timely scheduling of care in the community. He/she must assist with verifying veteran eligibility as well as orchestrating access with various community providers/vendors in Wichita and outlying areas in addition to notate type of funding source required to meet the request. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans via the phone. The Advanced Medical Support Assistant is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Advanced Medical Support Assistant participates in the daily team let huddles and monthly team meetings where patient care planning and management occur.

Position Description/PD#: 00000/Functional Statement
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• 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
• Selected applicants will be required to complete an online onboarding process

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

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

GS-6 Specialized Experience:One year of experience equivalent to the GS-05 level which would include but not be limited to: duties related to the delivery of healthcare services in an inpatient or outpatient setting, advising clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic including interpreting, verifying provider orders in accordance with VHA national scheduling guidelines, monitoring both inpatient and outpatient appointments in areas of responsibility, verifying and updating demographics and insurance information when patients check-in for appointments, coordinating administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals, and determining appointment type based on the patient's eligibility status(i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). In addition, candidates must demonstrate the Knowledge, Skills, and Abilities below:

i. 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.

ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

iii. 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.

iv. 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.

v. 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.

vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005 Part II, Appendix G45, Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office.

Physical Requirements: The work is mostly sedentary and is performed in various outpatient clinic or office settings. The performance of daily rounds to the assigned clinic area is required.

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.

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.