Clarification from the agency

Open to U.S. Citizen

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This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until September 30, 2022 or until all positions are filled. The initial cut-off date for referral of eligible applications will be November 30, 2021, with subsequent cut-off dates on the 1st of each month. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled. Applications will be accepted on an ongoing basis and will remain on file until September 30, 2022.

If you are not a current, permanent Federal employee, you should apply under CBST-11257306-22-LSW.

Major duties for the Advanced Medical Support Assistant (AMSA) include (but are not limited to):

• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, C&P, Community Care) and performs administrative duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for all Community Care.
• Communicates with Community Care Providers to ensure they accept VA patients, authorizations, and payments, prepare any required pre-appointment documents, schedules the appropriate level of care and documents the status of appointing until scheduled in the appropriate consult.
• Ensures care has been received. Obtains medical documentation from Non-VA providers, scans to appropriate consult within CPRS for closure and view alerts the VA providers for continuity of care.
• Screens new consults for Community Care for eligibility, specialty service requested duplication, appropriateness of sending patients to community provider and level of care coordination.
• Assists with contacting Veteran by telephone to explain pending or new consult request.
• Ensures that Veteran appointments are made with other VA facility, contract site, or community providers of Veteran's choice as appropriate. Uses automated tracking tools as well as computers to perform a wide variety of recordkeeping, correspondence, and tracking operations. Skilled in data entry to manipulate and correct information in various databases or records.
• Prepares appropriate authorization for corresponding Community Care program with accurate fund control point (FCP), obligation, cost estimates and/or prepare documentation for third party administrator for authorization and appointing.
• Schedules appointments accurately in a timely manner with the patient's input. Notifies Veterans of scheduled appointments, either in person, email, letter and/or by phone.
• Documents appropriately in the patient's medical record.
• Monitors and tracks all procedure and/or Community Care clinic visits to assure that appointments are kept as scheduled.
• Reviews and dispositions notifications from third party administrator documenting in Computerized Patient Record System (CPRS) or other tracking system until episode of care ends.
• Screens/receives face to face Veteran contact (e.g. Customer Service Office), emails and/or phone calls in a courteous and timely manner, determines the nature of requests and provide the information desired using privacy rules and established clinic processes. Documents in Computerized Patient Record System (CPRS) or other tracking system patient contact until resolved.
• Prepares monthly per diem claims on VA Form 10-5588, State Home Report and Statement of Federal Aid Claimed and documents that are used to support the claim (e.g. resident leave logs, resident movement records, etc.), and reporting functions for the medical center, as outlined in VHA Handbook 1601SH.01, State Veterans Home (SVH) Per Diem Payment Program. Ensures all State Veterans Home tracking tools are utilized correctly.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Telework: Not available
Virtual: This is not a virtual position.
Position Title/Functional Statement #: Advanced Medical Support Assistant/PD01362, PD01362A, and PD000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel
• Must pass pre-employment physical examination

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. One of the following must be met:
  • Experience. Six months 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; OR
  • Education. One year above high school; OR,
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
• English Language Proficiency. Advanced Medical Support Assistants must be proficient in spoken and written English, as required by 38 U.S.C. § 7403(f).

Grade Determinations:
To qualify for the GS-6 level, your resume must demonstrate you possess the specialized experience necessary to possess the Knowledge, Skills, and Abilities required for the grade. Be specific when describing the job duties that demonstrate you possess the Knowledge, Skills, and Abilities listed. Resume must include hours per week for work experience credit.

Advanced Medical Support Assistant, GS-6
Experience. One year of experience equivalent to the GS-5 grade level with experience including entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; scheduling medical appointments in a clinical setting; performing patient support work; providing customer service and identifying patient concerns to ensure satisfactory resolution, and have an advanced level medical terminology AND demonstrate all of the Knowledge, Skills and Abilities (KSAs) listed below.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below for the GS-6 level:
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.

Preferred Experience: Scheduling per the VA 1230 Scheduling Directive. Experience working with outpatient consults and working cohesively with third-party vendors. Knowledge of billing procurement and ICD-10 coding. Working with an automatic call distribution phone system, making outbound calls, and accepting incoming calls. Knowledge of the Mission Act laws and requirements. Critical thinking skills. Minimum of 1-year experience with time management, use of multi-program applications, and proper phone etiquette.

References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard

Assignments: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; 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).

The full performance level of this vacancy is GS-06.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced Medical Support Assistant is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. 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.

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.