• Job Description

  Req#: 842340900
  Summary
  
  The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) Advanced Medical Support Assistant (AMSA) is a VISN based position located in VISN 17. The VISN CRH AMSA is under the general supervision of the VISN CRH Supervisory MSA. This position is responsible for the consult and scheduling management of the VISN level CRH.
  
  Duties
  
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  Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf
  
  The VISN CRH Advanced Medical Support Assistant (AMSA) will work directly with VISN CRH level leadership to ensure that VISN CRH consult and scheduling services are high performing and meet Veteran access principles. In addition, the VISN CRH AMSA will collaborate with various Veterans Affairs (VA) Medical Centers in the VISN to ensure consult and scheduling practices are in line with current Office of Veterans Access to Care priorities.
  
  The VISN CRH AMSA is responsible to ensure that CRH services are scheduled promptly to the sites of greatest need across a VISN. CRH services include direct clinical support to underserved facilities within the VISN, Telehealth Emergency Management (TEM) sites, non-VA sites of care, and Clinical Contact Centers.
  
  The incumbent 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. Receives telephone calls and visitors to the VA, (i.e., patients, families, and friends of patients) regarding such things as the availability of, and procedures for obtaining medical assistance, directions and information for contacting various departments, services and requests for changes in scheduled appointments. 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. 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.
  
  Work Schedule: Monday through Friday, 7:30am to 4:00pm CST
  
  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)
  
  Functional Statement #: 52750-F
  
  Requirements
  
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  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).
  
  
  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.
    
    
    • 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 (Transcripts Required); OR
    • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (Transcripts 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: GS-6 Experience. One year of experience equivalent to the GS-5 grade level. For reference GS-5 assignment includes: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; advising clinical staff on current administrative processes; 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; 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:
  
  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.
  
  Creditable Experience:
  
  
  • Knowledge of MSA Practices. To be creditable, the 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. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
  • Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
  • Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
  
  
  Preferred Experience:
  
  
  • Experience in scheduling packages for VA
  • Experience in medical terminology
  • Experience in Telehealth scheduling roles and responsibilities
  • Knowledge HIPPA, Release of Information and other applicable laws and regulations
  • Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience.
  
  
  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-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
  
  There is no education substitution at this grade level. Education may still be used to meet the basic requirements for this position.
  
  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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
  
  NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
  
  Additional information
  
  During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
  
  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.
  
  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.
  
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  Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
  
  Benefits
  
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  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.
  
  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 Learn 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.
  
  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.

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