Summary The Advanced Medical Support Assistant (AMSA) serves the Primary and Specialty Medicine Service Line at the St. Cloud VA Health Care System and is the first administrative point-of-contact for Veterans, family, and other visitors contacting the St. Cloud VA. This position will provide introductory administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of the Scheduling of all Primary and Specialty Medicine areas. Responsibilities Major duties include but are not limited to: Provides specialized and expert communication and appropriate information across service lines for seamless function of program and collaboration of care for Veterans Expertly develops and maintains effective and efficient communication with the Veterans, outside agencies, all VA staff and any customers Participate in and independently follow up on team huddles, sharing information and collaborating with the medical team assuring continuity of care Participates with expanding face to face and non-face to face care in PACT by using Veteran Health Coaching skills and enhancing Veteran self-management Screens calls and determines if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional Maintains, and secures medical records as appropriate and in accordance with Health Insurance Probability and Accountability act of 1996 (HIPAA) Enters appropriate information into the Veterans electronic medical record Assures appropriate forms and documents are presented, sent out, or completed by the Veterans. Facilitates Release of Information for records and documents being received from outside facilities following national guidelines, monitoring and tracking the progress of receiving required information Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload Prepares agendas and minutes. Records, and publishes meeting agendas and minutes Updates Veteran's demographic information to include the following: address, phone number, next of kin, insurance, preferred method of communication, power of attorney information, and other information as new programs that are added or changed Receives and responds to inquiries via Secure Messaging, VAR, Vetext, Letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting to the appropriate clinical staff member, requesting of tests or medications, questions on appointments, scheduling, and various other inquiries. They are able to recognize and refer urgent inquiries to professional staff for immediate action as needed Follows all National and local scheduling, Health Care System, and service line policies, procedures, and guidelines Monitors pre-appointment requirements (i.e. x-rays, labs, etc.) Coordinates with teams to review clinic appointment availability utilization to ensure clinic schedules are closely monitored to effectively support the needs of the clinics and recommend necessary adjustments Work Schedule: Monday-Friday; 8:00am -4:30pm Telework: Not available Virtual: This is not a virtual position. Financial Disclosure Report: Not required **This occupational series is eligible for the Student Loan Repayment Program (SLRP) and participation is available for highly qualified candidates. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.** **PLEASE NOTE: ALTHOUGH THIS ANNOUNCEMENT REMAINS OPEN UNTIL JUNE 30, 2022, WE WILL BEGIN SCREENING APPLICANTS ON APRIL 21, 2022. WE WILL DO SUBSEQUENT SCREENINGS UP UNTIL THE ANNOUNCEMENT CLOSES AS NEW VACANCIES BECOME AVAILABLE 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 BASIC REQUIREMENTS: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. Experience and Education. (1) 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 (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. 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:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1. Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. 2. Schedule medical appointments in a clinical setting. 3. Work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1. 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. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system. Education There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
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