Advanced Medical Support Assistant

Duties The Advanced Medical Support Assistant (AMSA) will be the first line of contact with the Veteran and must be knowledgeable on a wide variety of subjects regarding the VA.
They must, at all times, remain friendly and courteous, regardless of the patient's or visitor's attitude or behavior.
The Advanced Medical Support Assistant is responsible for running the Encounter Action Required Report (EARR) and providing findings to providers to facilitate accurate workload credit and revenue collection.
Incumbent promotes Veteran registration for and utilization of MyHealtheVet (MHV), an online personal health record for Veterans.
Performs in-person authentication (IPA) for Veterans requesting initial access to individually identifiable health information within the MHV web-based application.
The AMSA is responsible for receiving and routing all Veterans who report to the facilities for scheduled and unscheduled examinations and appointments.
Ensures that the patients are electronically checked in for their appointments.
Responsible for printing the medication reconciliation program, routing slips and confirming with the patient that pre-registration is completed including demographic and insurance information.
This must be done promptly so the date/time stamp is accurate for each date of visit.
If the information is not correct, incumbent is responsible for updating all pertinent information using the Pre-Registration Menu in VistA or VET LINK.
Provides guidance, directions, and instructions to Veterans in relation to their appointments.
Schedules appointment with patient input to reduce no shows.
This is a critical step to meet "Missed Opportunities" and other medical center performance measures such as "access to care".
Continually works with the providers and nursing staff to change appointments when clinically indicated, carefully following medical center, and VHA directives regarding this process.
Incumbent is responsible for verifying and completing all orders that he/she transcribes.
Incumbent has the ability to overbook patients within set guidelines and refers others to the appropriate person to authorize additional overbooks to the clinic.
The AMSA is responsible for processing first party requests and ensuring forms are complete and accurate.
Receives outside correspondence (fax, letters, etc.
) from outside agencies requesting provider's actions for patient care and forwards to the appropriate agency for action.
Responsible for ensuring non-VA records are forwarded to the appropriate provider for review and forward to the appropriate agency prior to inclusion into the patient's medical record.
Scans and indexes materials accordingly into CPRS VistA Imaging, on a timely basis and within established guidelines, and makes the proper disposition of documents.
After the scanning and indexing process is complete, the incumbent will review the quality of scanned documents to ensure integrity of scanned images.
Incumbent is responsible for running the following reports/queries on a daily basis (not all-inclusive): Open Text Orders, Patient Care Encounter (PCE), Recall Reminder Delinquent Report, Recall Reminder Non-Compliant Report, and Consult Tracking Report.
Must work in a multi-screen computer environment being able to use VistA and CPRS (Computerized Patient Record System) screens bilaterally.
Example: when a consult is received the patient's information is displayed in VistA.
The incumbent should be able to access CPRS, go to the consult, sign off on the electronic signature, and book the appointment.
The incumbent may return to VistA to schedule the appointment.
The same is true in taking off signed orders.
Must ensure that the providers or techs have ordered the labs and x-rays so that an appropriate appointment can be made.
Incumbent must make sure that all orders are verified and completed electronically in CPRS.
Incumbent receives all consults and refers consult to provider for scheduling instructions.
Using consult package, changes status of consults to reflect current stage of consult, such as received, scheduled, etc.
Meets requirements of scheduling consults within two (2) business days of receipt and reviewing consults pending greater than two (2) business days.
Must meet local policy of scheduling consults in two (2) business days.
Refer to MAS Outreach Standard Operating Procedure for actions to take when a Veteran cannot be scheduled for their respective appointment.
Schedules surgical procedures and pre-op tests as necessary, coordinating with patient wishes, consultant or surgeons' schedules.
Other duties as assigned.
Work Schedule: M-F 7:30am-4:00pm or 8:00am-4:30pm based on the needs of the service; occasional weekend as needed.
Telework: Not Available Virtual: This is not a virtual position.
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.
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 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.
Grandfathering Provision.
All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.
Foreign Education.
To be creditable, education completed outside the U.
S.
must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.
S.
programs.
Physical Requirements.
See VA Directive and Handbook 5019.
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: In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6 Experience.
One year of experience equivalent to the GS-5 grade level.
Examples of experience include but not limited to: independently performs a full range of duties [related to the delivery of healthcare services in an inpatient or outpatient setting.
Advises clinical staff on current administrative processes.
The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments.
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.
).
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.
Preferred Experience: At least 1-year experience in scheduling appointments.
Previous administrative experience; 1 year or longer Proficient in scheduling systems and Microsoft Office.
Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs.
Timekeeper References: VA Handbook 5005/117, PART II, APPENDIX G45.
MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679 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 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.
Education Education is not required for this position.
Additional information 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.
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.
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, 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.
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.
Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits.
Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.
You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes: Resume 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.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) OF-306 Other Application Documentation VA Application 10-2850c (Current within 90 days) Performance Appraisal Professional Certification Resume SF-50/ Notification of Personnel Action Transcript Note: 38 U.
S.
C.
7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement during FY 24.
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.
How to Apply 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 01/09/2024 to receive consideration.
To preview the questionnaire click https://apply.
usastaffing.
gov/ViewQuestionnaire/12258812.
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.
Agency contact information VISN 17 SSU USAS Group Email VISN17SSUUSAS@va.
gov Address VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US 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.
Fair and Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Equal Employment Opportunity (EEO) Policy Reasonable accommodation policy Financial suitability Selective Service New employee probationary period Signature and false statements Privacy Act Social security number request Required Documents To apply for this position, you must provide a complete Application Package which includes: Resume 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.
Cover Letter DD-214/ Statement of Service Disability Letter (VA) OF-306 Other Application Documentation VA Application 10-2850c (Current within 90 days) Performance Appraisal Professional Certification Resume SF-50/ Notification of Personnel Action Transcript Note: 38 U.
S.
C.
7412 waives the requirement to apply Veterans preference to external applicants for appointments made from this announcement during FY 24.
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.
Help This job is open to The public U.
S.
Citizens, Nationals or those who owe allegiance to the U.
S.
Clarification from the agency This is an external job announcement open to US Citizens.
Current permanent facility employees, current permanent VA employees, and current permanent Federal employees must apply under the following announcement CAZM-12258811-24-RMP.