This position serves as an Advanced Medical Support Assistant (AMSA) in the Health Benefits/ Eligibility and Enrollment Office and is primarily responsible for determining eligibility and entitlement to VA healthcare benefits to include interviewing patients applying for medical benefits. Applications may be received in person, by telephone, mail or online. Incumbent is responsible for entering demographic data, insurance, and income information.

Duties

The incumbent is responsible for a wide rang of assignments and provides administrative support to the Enrollment Office. This is an advanced level AMSA position. The incumbent serves as an Advanced Medical Support Assistant (AMSA) for Health Benefits and the Enrollment Office. Extensive knowledge of the medical center policies and directives is required to respond to inquiries from Veterans, staff, and other agencies regarding applying for health care, eligibility, etc. The incumbent will be the first point of contact for complex calls. The incumbent will receive incoming calls from patients, family members, and outside agencies. They will independently use and navigate through Veterans Health Information Systems, technology architecture (VISTA) and the electronic health record (CPRS) obtaining and identifying information while determining the nature of the call. The full performance level AMSA will know how to properly document notes in the patient's electronic health record and relay messages and direct calls appropriately. The incumbent verifies eligibility and entitlement for benefits of all applicants using various methods including income assessments, military discharge documents, 1 Veterans Information Solution (VIS), Veterans Enrollment System (VES), Common Security Employee Manager (CSEM), Veterans Benefits Management System (VBMS), and other means and communication avenues to VA and external entities. The incumbent manages catastrophic disability and hardship requests. The process of verifying eligibility is complex and criteria differ for each type of benefit applied for. The incumbent advises Veterans of their entitlement for multiple medical benefits and discusses co-payment requirements of Veterans discretionary categories. Tact, diplomacy, and privacy are required to explain complicated laws in this area. The incumbent accurately generates patient data card requests for Veterans applying for care using the Veterans Identification Card (VIC) system, Veteran Health Identification Card (VHIC) system, and other systems as necessary. The incumbent reviews enrolled patient information to perform updates to health insurance data, income assessments, pharmacy co-pay exemptions as mandated by law. Incumbent completes all assigned applications to ensure that Veterans are enrolled timely. The incumbent is responsible for monitoring the NEAR list and scheduling new patient appointments in accordance with VHA directives, established guidelines, and local policies. Other duties as assigned. Work Schedule: 7:45am- 4:30pm M-F Telework: As determined by the agency policy. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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 for the GS-06 level: In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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. Preferred Experience: nothing beyond the Grade Determination level for GS-06.References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019

Education

There is no education substitution at this grade level.

Contacts

• Address Salem VA Medical Center 1970 Roanoke Boulevard Salem, VA 24153 US
• Name: Tammy Myrie
• Phone: 901-663-6722
• Email: [email protected]