Summary
The Advanced Medical Support Assistant (AMSA) provides specialized administrative support while working in partnership in an interdisciplinary coordinated care delivery model. Work involves administrative judgment & 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.
Duties
This is an Open Continuous Announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. This announcement is open to current, permanent employees of the Department of Veterans Affairs. If you are not a current, permanent Department of Veterans Affairs employee, please apply to: CBSR-12138352-23-LLL
This announcement will be used to fill positions at the John D. Dingell VA Medical Center in Detroit, Michigan, Outpatient Clinics located in Detroit, Michigan as well as the Community-Based Outpatient Clinics located in, Yale, Michigan and Pontiac, Michigan.
The AMSA performs support work relating to the care and treatment given to patients in Patient Aligned Care Team (PACT), Specialty Care, Care in the Community, Outpatient specialty clinics, Inpatient units, ancillary support services & the patient healthcare benefits section.
The duties of the Advanced Medical Support Assistant include:
- Serves as an initial point of contact answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the units and or clinics.
- Schedule patient appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines, which may include canceling, re-scheduling patient appointments and/or consults.
- Tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.
- 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.
- Coordinates administrative functions relating to] emergency and non-emergency transfers to other VA facilities or private hospitals [and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
- Ensure correct and updated insurance information is captured
- Identifies incomplete encounters and communicates findings to providers as needed.
- Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
- 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.
- Participate in huddles and team meetings with other MSAs and/or clinic staff to determine the daily needs of the clinic to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team, setting priorities and deadlines.
- 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.
- Set priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs.
Work Schedule: Various schedules; 7am-3:30pm, 7:30am-4:00pm, 8am-4:30pm, 8:30am-5pm, 3:30pm-12:00am, 12:00am-8:00am. These schedules may include off-tours, weekends and holidays. Individual schedules will be discussed during the interview process and are subject to change based on the needs of the Agency.
Telework: May be authorized at supervisory discretion.
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
Financial Disclosure Report: Not required.
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
- 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 and Education:
(1)Experience. Six months experience of clerical, office or other 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 (TRANSCRIPT REQUIRED); or
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPT REQUIRED).
English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
Preferred Experience: Please see the job duties listed.
Grade Determinations:
Medical Support Assistant (Advanced), GS-6
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.
References: VA HANDBOOK 5005/117 PART II APPENDIX G45
The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is a GS-06.
Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns. See VA Directive and Handbook 5019.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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, resume, 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.
To apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
- Most recent SF-50 if you are a current or former Federal employee (Your most recent SF-50 which is dated in the current calendar year - i.e, general adjustment, time off award or any other action)
- An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade
- Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
- Examples of appropriate SF-50's include:
- Within grade increases at the highest grade held; or
- Promotions with an effective date more than one year old; or
- SF-50's at the highest grade held with an effective date more than one year old
- Cover Letter
- Other (1)
- Resume
- SF-50/ Notification of Personnel Action
- Transcript
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/30/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12202352.
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
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