Clarification from the agency

This vacancy is open to all US Citizens.

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The AMSA will provide significant coordination and support to ensure smooth clinic flow and operations. Responsibilities include, but are not limited to, the following:

• Monitor patient enrollment information to the designated clinics, assisting clinic providers in enrolling patients into a PCE module. Ensure accurate eligibility is reflected and enrollments are current.
• Work with the clinic providers in managing their clinic profiles, i.e., ensure appointments are made timely and accurately; maximize efficiency of available appointments and "carve out" slots; monitor "no shows"; coordinate cancellations, etc.
• Generate and review patient encounter forms and ensure that appropriate data such as health summaries, action profiles, laboratory results, etc. are available for the health care provider's use. When required, request information through Deliverex system. Provide the clinic providers with clinic schedules, encounter forms, work sheets, and other necessary paperwork, so clinicians are prepared to exam the patients. Provide additional medical information upon request of the provider, i.e., progress notes, special reports, etc. Update problem lists. Prepare release of information requests upon physician's request to obtain copies of non-VA patient information in order to elicit timely a response.
• Ensure patients are seen timely, serve as a consumer advocate responsible for efficient and humane movement of patients from the moment of their arrival to the clinic until the plan for care has been made. - - Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues. Accept phone calls and elicit administrative and clinical information from callers through utilization of interviewing skills and a sound ambulatory care knowledge base. Prioritize calls and make independent decisions through timely problem resolution. Collaborate with other team members in emergent or urgent care need through prompt identification of problem and appropriate clinic referral. Ensure timely and accurate delivery of messages to team members.
• Keep the team informed and up-to-date concerning appropriate administrative regulations. Regulations concern eligibility for care, MCCR regulations, control of medical records, appointment management, scheduling procedures for special tests and procedures. Incumbent must analyze, interpret and implement regulations accurately to reflect current operating procedures. Perform a variety of miscellaneous duties in support of the unit, i.e., take inventory and requisition supplies, re are ADP work orders for repair of equipment and Engineering work orders for general maintenance, maintain various files, forms, and publications, etc.
• Promotes and adheres to the principles and processes of Advanced Clinic Access.
• Notify the Supervisory Medical Support Assistant or other team members of clinic management problems that the incumbent is unable to resolve.
• Maintain resource information to assist TRICARE and CHAMPVA applicants or those seeking emergency services.

The AMSA uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL) when directed. Complies with the mandatory training requirements for the outpatient scheduling process. Follows policy and procedures on proper use of the desired date. Ensures that all outpatient clinic appointments are scheduled in accordance with the business rules outlined in the current VHA Scheduling and VCL Directives.

The AMSA complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. The incumbent will be required to complete annual refresher training according to the training anniversary date registered within the Talent Management System to ensure compliance of program goals and objectives. Failure to complete training before the due date may result in unnecessary gaps in access. The incumbent will attain and maintain facility certification in Appointment Management on an annual basis.

Work Schedule: M-F; 8:00am-4:30pm
Telework: Not Authorized
Virtual: This is not a virtual position
Relocation/Recruitment Incentives: May be authorized for highly qualified candidates
Financial Disclosure Report: Not required

The salary range is as following:

• LIVERMORE: $57,822.00 to $75,169.00 Per Year
• PALO ALTO: $57,822.00 to $75,169.00 Per Year
• STOCKTON: $52,857.00 to $68,715.00 Per Yea

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
• 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. One year of experience equivalent to the GS-06 grade level leading or supervising MSA's or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient or interdisciplinary setting.
• Physical Requirements. See VA Directive and Handbook 5019
• English Language Proficiency. MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

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).

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as a MSA or [an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service.Grade Determination:

Advanced Medical Support Assistant, GS-06 Demonstrate 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.

Preferred experience: In addition to meeting the basic requirements, the applicant must have one year of experience equivalent to the next lower grade level (GS-5). This experience includes but is not limited to: working collaboratively with other members of expanded health care teams (i.e., Patient Aligned Care Team (PACT), specialty care) including Community Care providers, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs, adjusting the flow and sequencing of work to meet team and patient needs; and perform administrative follow up actions. The most qualified candidate will posses scheduling experience for a community care section.

References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards GS-0679The 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: Light lifting and carrying, under 15 pounds; Repetitive computer use.

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.

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.