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Summary The incumbent functions as an Advanced Medical Support Assistant (AMSA), providing administrative support to the Health Administration Service. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced MSA supports the Health Administration Service with ongoing management of contacting veterans and their caregivers for scheduling, canceling, and re-scheduling appointments and/or consults; entering no-show information; preparing for clinic visits; verifying and updating demographics and insurance information; processing records from outside medical care, and obtaining copies of form DD214 (Report of Military Separation) as needed for eligibility and benefit determination. Day to day tasks include, but may not be limited to: a. Knowledgeably utilizes VA scheduling software including RMS, VS GUI and Virtual Care Manager in establishing patient appointments within the appropriate desired date. b. Adheres to CSP protocol on patient outreach attempts and ensures appointments entered in RMS are accurately reflected in CPRS. c. Appointments are cancelled/rescheduled according to established protocols and informational note is entered in CPRS. d. Patients receive a call 24-hours in advance and are reminded of scheduled appointments. e. Verifies and updates demographic and eligibility information in computer systems. f. Refers all questions requiring immediate medical or clinical attention to the appropriate health care team member. The incumbent utilizes various reports to complete assigned tasks, such as EARR (Error Action Required report), 1st time appointment reports, consults due reports, and other national, VISN, and locally developed reports. Additional day to day tasks includes, but may not be limited to: a. Assists in the update, development, and maintenance of program materials, packets, and other printed materials. b. Assists with the orientation/on the job training of new staff. c. Completes work orders and contacts appropriate staff when requested to support the environment of care. d. Prepares correspondence to support the administrative functions of the assigned team; all correspondence is neatly formatted and checked for appropriate spelling and grammar, all documents are the current version, and outgoing Certified mail meets USPS standards. e. Performs RMS, VS GUI upgrades and provides profile updates. f. Participates in scheduling/phone audits and reviews to ensure effective scheduling practices. g. May have other administrative duties assigned, including but not limited to records management The incumbent provides support for the Health Administration Service and also cross trained in many of the specific job functions of other support staff performing duties such as resulting consults, scanning, and providing front desk coverage. This versatility enables the incumbent to provide cross coverage for time sensitive administrative duties needing completion when those staff with primary responsibility are unavailable. Work Schedule: Monday- Friday tour options - 7:30am to 4:00pm; 8:00am to 4:30pm Compressed/Flexible: Not available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:91474-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized 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) 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) 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. Must pass pre-employment physical evaluation. 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: Citizen of the United States. 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. Grade Determination: In addition to meeting basic requirement listed above, applicant must possess at least one year experience at or equivalent to work at the next lower level, GS5 (Full Performance level), that provides the knowledge, skills, and abilities to perform successfully the work of the position. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate, in their resume, 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Grandfathering Provision: 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). Physical requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work. Education There is no educational substitute for this grade level. 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. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. 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.