NHS Human Services, Inc.

Summary The Advanced Medical Support Assistant (AMSA) in the VISN Clinical Contact (CCC), works as part of an interdisciplinary healthcare team providing and supporting administrative and clinical scheduling activities as assigned. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model. * THIS POSITION IS OPEN TO CURRENT, PERMANENT EMPLOYEES OF VISN 9 ONLY. * Responsibilities As an Advanced Medical Support Assistant your duties will include but not limited to the following: · Provide specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model. · Work collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. · Answer telephones, secure messages and chat messages, greet patients, relay messages to appropriate staff inside or outside of the VISN CCC, schedule appointments, interpret and verify provider orders in accordance with VHA national scheduling guidelines. · Recommend changes to existing clinic procedures based on current administrative guidelines. · Utilize numerous advanced patient systems in support of multiple clinics involved in an inter-professional coordinated care delivery model. · Develop and/or maintain effective and efficient communication with the patient, inter-professional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities. · Schedule, cancel, re-schedule patient appointments and/or consults; enter no-show information; monitor appointment requests from multiple electronic sources · Gather and obtain medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining obtaining medical records. · Participate in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitor outpatient appointments in areas of responsibility. · Verify and update demographics when contacted by patients. · Manage patient systems to verify and validate accuracy and resolve issues; evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs inter-professional team members about shared patients. · Provide information and resolution to Veterans' requests within scope, use administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. · Screen incoming contacts and independently route the contacts to the appropriate area for resolution. · Use advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. · Utilize various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. · Operate within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. · Provide accurate details of organizational information to Veterans regarding the different services the VA offers. · Provide high-quality customer service to Veterans and their families/caregivers. · Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. · Resolve Veteran complaints as appropriate. · Perform duties as assigned to ensure efficient and effective operations. · Other duties as assigned. Work Schedule: Varying, Rotating Shifts. WHEN Schedule - Weekends, Holidays, Evenings and Nights. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 99708 Relocation/Recruitment Incentives: Not Authorized 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. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. 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 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 or Education: o Experience: Six months experience of clerical, office, customer service or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR o Education: One year above high school (transcript is required with application); OR o Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application) 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 listed above, the following criteria must be met: Specialized Experience: One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade include: Knowledge of medical terminology, scheduling appointments, including interpreting and verifying provider orders, canceling, rescheduling patient's appointments and/or consults; use of Microsoft Office, entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: · Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations · Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational level. · Advanced knowledge of the technical health care process as it relates to access to care. · Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. · Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. · Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: Call Center 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-6. Physical Requirements: The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk, conferences, meetings, etc. 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/. 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.