The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Coralville Mental Health Clinic at the Iowa City VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including: access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service.

Duties

Major duties of this position include, but are not limited to the following: Supporting administrative and professional staff by request for information, the resolution of concerns or general problems of the patient or the significant in-home caregiver. This individual plans, organizes and coordinates the daily activity of the Mental Health outpatient clinic. Anticipates and accomplishes administrative duties which include but are not limited to: maintaining administrative files; timekeeping; ordering equipment and other necessary supplies; delivering, receiving and distributing mail, processing incoming consultations; and entering data in an accurate and timely fashion. Accurately inputs data requesting consults, follow-up appointments or treatment and generates letters to patients informing them of clinic appointments. Contacts patients to schedule, cancel, reschedule or to remind them of appointments. Receives contacts from and provides assistance to veterans and families, non-VA clinicians, government representatives and veterans' service organizations. Responds to routine technical questions regarding patients' rights and responsibilities and medical eligibility for care. Continually monitors patient flow, maintains contact with clinical support staff of the patient care team to resolve delays and miscommunication. Participates in orienting and advising physicians, residents, interns and other allied health professionals regarding medical administration matters such as, logistical questions, patient travel and procurement of support services. Attempts to address patient complaints as a first level contact before issues elevate to a supervisor or patient representative. Special projects or assignments may be given with varying duration in length and complexity. Obtains and monitors the use of supplies or equipment in the clinic. Requests office equipment and supplies as needed. May perform timekeeping duties with proper training. May serve as an Automated Data Processing Application Coordinator (ADPAC) with proper training. Work Schedule: Monday - Friday, 7:30 AM - 4:00 PM Telework: Ad hoc telework approved. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

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: 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. 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. GRADE DETERMINATIONS: Medical Support Assistant (Advanced), GS-6 Experience: One year of experience equivalent to the GS-5 grade level, which includes, but not limited to: Ability to 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; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; and Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND 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. All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA to demonstrate how you have gained each one in your application package or on a supplemental document. References: VA Handbook 5005/117 Part II, Appendix G45 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, etc. No special physical demands are required to perform the work.

Education

IMPORTANT: There is no education substitution at the GS-06 grade level.

A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Iowa City VA Health Care System 601 Highway 6 West Iowa City, IA 52246 US
• Name: Timothy Michael
• Phone: 612-467-5503
• Email: [email protected]