The incumbent services as an Advanced Medical Support Assistant (AMSA) for the VA Community Care Service (VACC) in the Amarillo VA Health Care System (AVAHCS). AVACHS serves Veterans in the Texas Panhandle and three adjoining states. The incumbent's work impacts the administrative aspect of non-VA medical care including access, coordinating appointments using approved clinic access principles, patient processing, appointment scheduling and customer service.
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: Experience: Six months 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 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. Certification. None required. 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. 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). Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level. 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. 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: 12 months working in a clinical environment coordinating patient schedules (eg: scheduling appointments, coordinating consults). Advanced knowledge of medical terminology: documenting/reading administrative notes in medical charts. Customer service: experience in de-escalation, problem solving, decision making, and tactful communication skills. 12 months clerical work experience using computer applications, multi-line phone systems, scanning, and faxing documents. Experience with workload reports and data collection to include meeting deadlines, setting priorities, and organizing workloads. Strong interpersonal skills; ability to work well in groups. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo 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 adjusts as necessary. AMSAs at this level develop and 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; community with non-VA medical facilities; prepare correspondence to notify patients of appointments and pre-procedure requirements; manage a system for follow-up care such as consults, tests, etc.). Verifies each request for non-VA medical care to ensure all required and necessary administrative actions are completed. Reviews each Community Care medical request for placement in the non-VA Veteran Care Coordination (NVCC), Community Care Network (CCN), or Veterans Care Agreement (VCA) program to correctly determine the Veterans' eligibility status, technical completeness, accuracy and urgency of request. He/she discusses eligibility for non-VA care programs or specific claims with vendors, veterans, and/or service officers. Must have thorough knowledge of program eligibility and must be able to apply regulations to each individual veteran. Must have detailed knowledge of and the ability to process requests for care with the VA Mission Act. Services as primary administrative contact and process expert related to AVACHS non-VA Medical Care, Community Care Network, and Veterans Care Agreements. The AMSA services as a trusted resource for patients who are receiving non-VA care. Provides accurate information related to specific non-VA providers (location, office contact, etc.), the NVCC, CCN, or VCA process, as well as basic payment and authorization information, etc.The AMSA functions as a trusted resource for AVACHS staff who are inquiring about shared patients who are receiving non-VA care. Provides accurate information related to specific non-VA care (location, office contact, appointment information, etc.), the NVCC, CCN, or VCA process, as well as basic authorization information, etc. The AMSA provides a vital function in establishing and maintaining an effective working relationship with the staff of community providers which ensures ongoing patient (and vendor) satisfaction. Provides ongoing customer service to community care providers to answer questions and resolve complaints and obtain medical records in a timely manner. Work Schedule: Monday to Friday (8:00am to 4:30pm) Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 53428-F Permanent Change of Station (PCS): Not Authorized Note: This is a Bargaining Unit Position.