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This is an Open Continuous Announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Veterans Preference does not currently apply to this occupation based on the FY23 Annual Determination of Staffing Shortages. This announcement is open to US Citizens. If you are a current, permanent Department of Veterans Affairs employee, please apply to: CBSR-11842557-23-LLL.

This announcement will be used to fill positions at the John D. Dingell VA Medical Center in Detroit, Michigan, Outpatient Clinics located in Detroit, Michigan as well as the Community-Based Outpatient Clinics located in, Yale, Michigan and Pontiac, Michigan.

The AMSA performs support work relating to the care and treatment given to patients in Patient Aligned Care Team (PACT), Specialty Care, Care in the Community, Outpatient specialty clinics, Inpatient units, ancillary support services & the patient healthcare benefits section.

The duties of the Advanced Medical Support Assistant include:

• Serves as an initial point of contact answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the units and or clinics.
• Schedule patient appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, which may include canceling, re-scheduling patient appointments and/or consults.
• Tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.
• 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.
• Coordinates administrative functions relating to] emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
• Ensure correct and updated insurance information is captured
• Identifies incomplete encounters and communicates findings to providers as needed.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• 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.
• Participate in huddles and team meetings with other MSAs and/or clinic staff to determine the daily needs of the clinic to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team, setting priorities and deadlines.
• 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.
• Set priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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

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:

(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 (TRANSCRIPT REQUIRED); or
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPT REQUIRED).

English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Preferred Experience: Please see the job duties listed.

Grade Determinations:
Medical Support Assistant (Advanced), GS-6

Experience. One year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06.

Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns. 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.