Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Serves as a member of the Durham VA Health Care System, operating in a Direct Care area at duty stations throughout the Health Care System. Durham VAHCS is a complex 1A-level health care system with a main medical center and multiple outpatient care clinics.

• The incumbent is an essential member of the Veterans health care team and communicates effectively with clinicians, nurses, and other health professionals in support of Veterans' access to medical care.
• The incumbent independently executes a range of duties essential to the delivery of healthcare services in both inpatient and outpatient settings.
• The incumbent collaborates closely with a multidisciplinary team to coordinate the Veterans' access to their health care services.
• The Advanced Medical Support assistant may be required to serve on more than one Primary Care PACT team or in more than one specialty service line, or rotate into any scheduling area as needed.
• The incumbent's duties entail active participation in team huddles, staff meetings, and daily communication efforts to address the care needs of each Veteran.
• The incumbent will communicate with non-VA medical facilities to ensure effective coordination of care, including during transitions from inpatient discharge to outpatient services and in obtaining necessary medical documentation from Community providers.
• The incumbent must be proficient in pulling reports from electronic health records and scheduling software systems to manage encounters, return to clinic orders, recall reminders, open slot management tools, and consults requiring initial or follow-up scheduling actions.
• The incumbent is expected to support clinic access contingency plans by adjusting appointment times, locations, or dates as needed, as well as shift appointments to other providers during staffing or coverage needs.
• They will also assist in emergency management contingency plans for potential scheduling system outages.
• This role involves preparing various written correspondences for Veterans, including appointment notifications, normal lab result notices, and pre-appointment instructions.
• The incumbent is responsible for reviewing Veterans' eligibility for health services and updating third-party insurance information within the Insurance Capture Benefit (ICB) system.
• Routinely communicates with physicians, case managers, and other allied health professional staff on complex cases using sound interpersonal skills and awareness of sensitive information.
• The incumbent works independently, making decisions based on guidelines, precedents, and regulations. Perform duties in such a manner that only minimal supervision is required.
• Must be able to use a great deal of independent judgment or interpretation in making decisions.
• The incumbent must have a thorough understanding of clinic processes and available medical services throughout the Health Care System to effectively interact with the Veteran and coordinate needs with other medical services to effectively interact with Veterans and coordinate with other medical services throughout the health care system.
• They must screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and clinic for processes.
• The incumbent is expected to de-escalate situations involving upset, confused, or angry Veterans or caregivers utilizing appropriate communication techniques while remaining professional and courteous.
• All other duties as assigned.

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.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance the organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Qualifications

Basic Requirements:

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

English Language Proficiency: 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 of 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,

(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.

Grade Determinations: GS-6 Advanced Medical Support Assistant

Specialized Experience: In addition to the basic requirements, to qualify for the GS-6 grade level requires a minimum of one (1) full year of specialized experience equivalent to the GS-5 grade level. This experience may include but is not limited to; independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The AMSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, 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 monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. 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.).

In addition, you must have experience which demonstrates the following knowledge, skills and abilities:

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 independently set priorities and organize, work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. 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.
4. 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.
5. 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.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians

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, resume, 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.