Clarification from the agency

Open to Southern Nevada Healthcare Employees only.

The incumbent's work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using advanced clinic access principles, collecting, and updating demographic and insurance information, patient processing, customer service, processing eligibility and death benefits, and managing the NEAR list (New Enrollee Application Request).

• The Advanced Medical Support Assistant (AMSA) Health Benefits/Enrollment Clerk works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment access to care for patients.
• Manages 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.
• .Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA healthcare benefits.
• Coordinates administrative services for Veterans, family members, caregivers, the general public, administrative and clinical staff to ensure continuity of care.
• Will ensure that all necessary documents are integrated into Computerized Patient Record System (CPRS) by sending them to scanning
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care.
• Incumbent submits documents to HEC in support of any changes to the eligibility status.
• Conducts special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue.
• Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
• Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents for supervisor the BAS Supervisor.
• Schedules appointments and ensures all appointments will be made with the patient input, either in person or by phone.
• The ability to work in a busy environment, multi-task, lead, and organize a large group of staff in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the transfer waiting list.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

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.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• 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 Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

BASIC REQUIREMENTS. To qualify for appointment to this position, all applicants must possess the following:

a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38
U.S.C. § 7407(a).

b. Experience. None.

c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

d. Licensure/Certification/Registration. None.

e. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the
qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and
registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

(1) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary
appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.

(2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

f. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S.
program by a private organization specializing in the interpretation of foreign educational credentials.

g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

h. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Medical Support Assistant (Advanced), GS-06.

(1) Experience. One year of creditable experience equivalent to the next lower grade.

(2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:

(a) 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.

(b) 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.

(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

(d) 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.

(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies,
and regulations. (f) 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.

Assignment. For all assignments above the FPL, the higher-level duties must be of significant scope, administrative independence, complexity, and
range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. At the
advanced level, the Medical Support Assistant (Advanced) (AMSA) performs difficult and responsible 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. Recommend 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. The actual grade at which an applicant may be selected for this vacancy is GS-06.

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 WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

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.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the 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.