The position is located in the Department of Veterans Affairs, Veteran Health Administration (VHA), El Paso VA Health Care System (EPVAHCS), Community Care Service (CCS), in El Paso, Texas. The Incumbent serves as an Advanced Medical Support Assistant (AMSA) in CCS and will be involved in administrative aspects of patient access, consults and scheduling for the service.

Duties

The Advanced Medical Support Assistant's work impacts the administrative aspect of patient care including access, scheduling/coordinating appointments using approved clinic access principles, patient processing, and customer service. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff related to access, customer service, patient flow, etc. The work impacts processes, action plans, monitoring and reporting. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems. The incumbent performs a wide and diverse array of duties that include determining veteran eligibility for care, receiving and processing complex health and administrative information, and coordinating Non-VA Care services for Veterans throughout the El Paso service area. The Advanced MSA works collaboratively in an interdisciplinary care delivery setting. The AMSA is able to independently perform position responsibilities with little supervision, as well as set priorities and deadlines adjusting the flow and sequence of work to meet team and/or patient needs. Work Schedule: Monday to Friday 8:00am to 4:45pm Telework: as determined by the agency policy. Ad hoc (Teleworks 3 days Per Pay Period) Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Note: This is a Bargaining Unit Position.

Requirements

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; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. 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). Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. 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. Preferred Experience: One year or more in recent experience of clerical, office, telework, or other administrative work that indicates the ability to acquire the knowledge and skills needed to perform the duties of the position. Customer Service Microsoft Office experience One year of experience working in client service-oriented environment and have general knowledge of phone use and Windows based computer systems. References: VA Handbook 5005/117 Part II Appendix G45 dated August 1, 2019. 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: 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 educational substitution at the GS-6 grade level.

Contacts

• Address El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]