The Advanced Medical Support Assistant (AMSA) serves as the Telehealth AMSA, and performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Telehealth Services within the Fargo VA Health Care System (VAHCS).

Duties

The AMSA independently performs a full range of duties to include answering phones, greeting patients, relaying messages to appropriate staff inside or outside the unit, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines and community care processes. S/he will complete clinic scheduling by assisting with tracking of Return to Clinic Orders (RTC) orders, opening clinic slots, canceling/opening clinics and canceling/rescheduling patient appointments as needed for all Telehealth appointments while maintaining flexibility in adapting to changes in the schedule and workload. Major Duties: Will monitor and report issues relating to the safety of staff and Veterans while following existing policies and procedures and acting in a professional manner with staff and Veterans. The incumbent has a key role in the training and maintenance of the Telehealth Management Platform (TMP). The AMSA assists in monitoring and ensuring the integrity of various databases, consult management, encounter action required, RTC management, the Insurance Capture Buffer (ICB) system, and other reports and data used in the management of administrative and customer service within Telehealth services. The AMSA is responsible for ensuring appropriate use of administrative support packages, preregistration, clinic appointment profiles, information security, insurance capture, verifying and updating demographics, the completion of text orders, and other critical administrative tools. The incumbent explains outpatient policies to patients, families, employees, and Veterans' organizations. The employee provides administrative assistance to clinical staff related to access for providing telehealth care; i.e., specialty clinics, prosthetic services, and imaging services. The incumbent explains available My HealtheVet and Telehealth Programs offered by the VAHCS. This incumbent must be proficient in Microsoft Word, Excel, SharePoint, and PowerPoint as well as the scheduling packages in VISTA and CPRS. The employee performs administrative and clerical functions within Telehealth services. Work Schedule: Monday - Friday, 8:00am-4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: 000000 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements Advanced Medical Support Assistant Basic Requirements: 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.). 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. 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. 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. Physical Requirements. See VA Directive and Handbook 5019. 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: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. GS-5 Grade Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. ANDGS-6 Grade: Experience: One year experience equivalent to the GS-5 grade level AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below (KSAs): Abilityto 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 organizes 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. References: VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5The full performance level of this vacancy is GS-6 Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

Education

IMPORTANT: 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Tania Christianson
• Phone: 6053472511 X17788
• Email: [email protected]