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Advanced Medical Support Assistant

Department of Veterans Affairs
Veterans Health Administration
This job announcement has closed

Summary

This Advanced Medical Support Assistant (AMSA) position serves Veterans' as their first and last customer service point of contact. This position is assigned to the Health Administration Service (HAS)/Business Operations Service Lines at the beautiful, Phoenix 32nd Street Veterans Administration Clinic.

Actual Duty Location: 400 N. 32nd Street, Phoenix, AZ 85008

Overview

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Hiring complete
Open & closing dates
02/03/2023 to 03/10/2023
This job will close when we have received 100 applications which may be sooner than the closing date. Learn more
Salary
$43,803 to - $56,941 per year
Pay scale & grade
GS 6
Location
many vacancies in the following location:
Phoenix, AZ
Remote job
No
Telework eligible
No
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
None
Supervisory status
No
Security clearance
Other
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBSX-11824201-23-JAB
Control number
703744900

This job is open to

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Clarification from the agency

UNITED STATES CITIZENS

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Duties

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If you are a current, permanent VA employee you should apply under CBSX-11824199-23-JAB.

The salary range listed on this announcement only reflects the General Schedule incorporating Rest of U.S. basic pay. Upon selection, the salary will be adjusted to include the locality adjustment for the specific location.

As a vital Primary Care, Mental Health, or Specialty team member, AMSAs provide advanced administrative support and works collaboratively in an interdisciplinary coordinated care delivery model.

The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The AMSA duties include maintaining appointment schedules, scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes.

At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care.
Incumbent will recommend changes to existing clinic procedures based on current administrative guidelines. 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.
Other assignments at this level include but are not limited to:
- Prepares written correspondence to notify patients of normal lab results.
- Verifying and updating demographics and insurance information (ICB).
- Encourages the use of new processes.
- Processes incoming secured messaging through MyHealthyVet.
- Utilizes the medical record to enter information and research the needs of the patient as appropriate.
- Manages patient systems to verify and validate accuracy and resolve concerns.
- Provides excellent customer service and assists in providing front line resolution when applicable.
- Manages patient systems to verify and validate accuracy and resolve issues.
- Evaluates patient information and clinic schedules 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)



Work Schedule: Monday to Friday, between 0600-1830 (6 am to 6:30 pm) - SUBJECT TO CHANGE BASED UPON THE NEEDS OF THE AGENCY.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Requirements

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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

Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.

Basic Requirements:

  • Citizenship. Citizen of the United States.
  • English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
  • Experience and Education:
    • Six months experience f 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.

Grade Determinations:GS-6 Advanced MSA Experience. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the KSAs below:

  1. 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.
  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.
Assignment. 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). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), 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.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679.

Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others

Education

There is no educational requirement/supplement for this grade level.

Additional information

Positions are located within various services and supported catchment areas. MSAs interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the VA Health Care System MSA Interview panel no later than 60 DAYS OF THE VACANCY CLOSURE.

Selected candidates should plan to report to the VA Health Care System for fingerprinting and a Physical evaluation. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

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.

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