The incumbent is considered an authority on clinic processes, regulations, policies and procedures regarding eligibility and benefit, clinic support, statistical and data collection, medical record management of demographic accuracy and supporting excellent customer service to external and internal customers and professional documentation and communication with supported services and providers. This role is complex and requires flexibility and independent decision making.
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. (1) 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, (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. 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: Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated 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. 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 majority of this work is performed in an office setting; primarily while seated. The position requires some standing, ambulation, bending, viewing of computer screens, typing, use of headsets with telephonic equipment, and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
The primary purpose of this AMSA position, is to provide a high level of team support with knowledge of a wide variety of basic administrative functions for Mental Health Teams. The incumbent is considered an authority on clinic processes, regulations, policies and procedures regarding eligibility and benefit, clinic support, statistical and data collection, medical record management of demographic accuracy and supporting excellent customer service to external and internal customers and professional documentation and communication with supported services and providers. This role is complex and requires flexibility and independent decision making. Assistance to Veterans by providing a smooth process for the management of his/her outpatient appointments A highly skilled knowledge of scheduling practices as per current VA Policies Review and understand the design of the mental health appointment schedule to ensure that clinic utilization is optimized and effectively ensures that clinic utilization is optimized and effectively supports the needs of the Veterans. Develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers and other agencies. This position includes, but is not limited to work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines. Participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions. Evaluating patient information and clinic schedule to determine the soonest appointment opportunity for Access to Care. Sharing knowledge of information received with providers about shared patients who may be receiving care at multiple VAs or in the community, the medical facility' s organization and services, rules and regulations governing eligibility, practical knowledge of standard procedures, medical records, medical terminology, security of sensitive electronic files , process improvement and customer service. Work Schedule: Monday through Friday 7:30am to 4:00pm Telework: Authorized Virtual: This is not a virtual position. Functional Statement #: 459-1584-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized