Summary The incumbent (s) will serve as Advanced Medical Support Assistant (s), assigned to the following sections of the Health Administration Service within the Primary Acute Care Teams (PACT) and various Specialty Clinics. The Advanced Medical Support Assistant (s) provides specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model. Responsibilities Adhering to the scheduling policies and procedures. Conducting special audits, studies, or surveys to development procedures. Ensure appointments are made from a provider's order. Coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Patient check-in process (in its entirety), including the printing of documentation needed for appointment. Explaining the VHA mandate to collect insurance information to Veterans and their families. Collecting, scanning, and updating health insurance information to aid in the revenue collection process. Completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process. Utilizing reports to assist in care delivery process. Resolving difficult problems and diffuses potential dissatisfaction with VA services. Responsible for VHIC Card process, Benefit Travel requests assistance, understanding Heritage Medication Program, postage meters, UPS labels, and any other miscellaneous processes. Work Schedule: Monday through Friday; 8:00am to 4:30pm or as agreed upon with the possibility of extended hours and weekends. Telework: ADHOC Virtual: This is not a virtual position. Functional Statement #: 436-51936-A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 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 be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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: Six (6) 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 (1) 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. (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 REQUIREMENTS. Creditable 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). GS-6 Grade Determinations: In addition to the Basic Requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates for Advanced Medical Support Assistant GS-6: a. Experience: One year of experience equivalent to the GS-5 grade level. The specialized experience for this position includes the following, but not limited to: Specialized Experience - In an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care. b. Demonstrated Knowledge, Skills, and Abilities. (Candidates must demonstrate (all of) the KSAs below): 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). (Ability to independently) set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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). 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. c. 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.). The full performance level of this vacancy is at the GS-06 level. IMPORTANT: Education cannot be substituted for the year of specialized experience that is required. References: VA Handbook 5005/117, Part II, Appendix G-45, Medical Support Assistant Qualification Standards, GS-0679, Veterans Health Administration. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g. carrying light items such as books and papers, or lifting stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable. Work Conditions: The employee may rotate to various locations to perform assigned duties in an office, nursing station, or clinic setting in close proximity to clinicians and patients. The work area may be small and congested with patients and staff. the work is in a fast paced, busy environment with multiple interruptions. The work area is adequately lighted, heated, and ventilated. Special ergonomic precautions must be taken with sitting and typing. Work involves minimal risks and observance of typical of safety precautions typical of a clinic and office environment. Since work requires a high level of interaction with patients in close proximity to clinic care areas, employees may be exposed to communicable diseases. Employees are required to be tested for TB annually and are offered annual vaccinations to prevent influenza. Additionally, the employee is a times confronted by angry patients or family members, so special violence prevention in the workplace safety precautions are necessary. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. The Fair Chance to Compete for Jobs Act (or the Act) prohibits the Department of Veterans Affairs (VA) from requesting applicant criminal history record information before extending a conditional or tentative offer of employment. In accordance with 5 U.S.C § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Act. Applicants who believe they have been subjected to a violation of the Act, may submit a written complaint within 30 calendar days of the date of the alleged non-compliance to VA at Applicant written complaints should include the following: · Administration name: Veterans Health Administration (VHA) · Office name, employee name and contact information or contractor who made contact (if known). · Date of contact. · Details regarding the job opportunity announcement applied to, and copies of any documents or other evidence related to the complaint. · Visit Office of the Chief Human Capital Officer (OCHCO) for more information.