• Job Description

  Req#: 840258700
  The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the VISN 21 Clinical Contact Center (CCC) as part of an inter-professional healthcare team. AMSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver.
  
  Duties
  
  
  Please note, this is an open until filled announcement - Applicants will be sent forward based on application date and time. 50 applicants will be reviewed and if no selections are made, an additional review of the next 50 applicants will be submitted.
  
  Work Schedule: Variable tour of duty to include weekends and holidays as directed by supervisor
  Virtual: This position is eligible for Remote/Virtual work. However, this position may fall under the Presidential Memorandum tiled "Return to In-Person Work" which will require you to go into the office. * This position has an approved exemption from the Return to Office memorandum. *
  Functional Statement #: 99708-FS
  Relocation/Recruitment Incentives: Not Authorized
  Permanent Change of Station (PCS): Not Authorized
  
  The AMSA is responsible for routing clinical questions to appropriate clinical staff. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The AMSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The AMSA collaborates to best coordinate the care needs of the Veteran.
  
  Duties of the position include, but are not limited to:
  
  
  Requirements
  
  
  
  
  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.
  • 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.
  • 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).
  • 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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
    • Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
    • Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
    • If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
  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:
    • 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.
  Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
  
  Preferred Experience: Call center experience is preferred.
  
  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: See VA Directive and Handbook 5019.

• About the company

  The United States Department of Veterans Affairs (VA) is a Cabinet-level executive branch department of the federal government charged with integrating life-long healthcare services to eligible military veterans at the 1700 VA medical centers and outpatient clinics located throughout the country.

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