This position is located within the Health Administration Service at the C.W. Bill Young VA Medical Center, Bay Pines, FL and at the Community Based Outpatient Clinics (CBOC) to include; Cape Coral, Naples, and Sebring The Advanced Medical Support Assistant embraces and supports the mission, vision, and values of the VA Healthcare System.

Duties

These positions are located within the Health Administration Service. The tours of duty will be established based on demand of the work area. The AMSA is expected to present to work in a professional manner in accordance with acceptable workplace behavior and established tours of duty. The AMSA monitors encounters, consults, patient calls, new consult appointments for primary work assignment and assists with secondary as needed, provides input on performance, resolves daily workplace issues and maintains efficient workflow. The Advanced Medical Support Assistant duties consist of but are not limited to the following: Serves as a customer service relations provider and assists in the resolution of Veterans' concerns. Assists Veterans with scheduling appointments with clinical providers. Responsible for the validation of patient demographic and insurance information. Acts in the capacity of liaison between patients, team members as well as specialty and ancillary services. Provides information and technical support on availability of services, points of contact and necessary authorizations and approvals. Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Monitors the status and progress of work and makes necessary adjustments in accordance with established priorities. Ensures all training requirements are met. Trains unit members in the accomplishment of new tasks or projects. Work Schedule: The Bay Pines VA Medical Center is a 24/7 operation and has openings for various shifts and locations. Available sample tours are listed below: 6:30am-3:00pm, 7:00am-3:30pm, 7:30am-4:00pm, 8:00am-4:30pm, 8:30am-5:00pm, 9:00am-5:30pm, 9:30am-6:00pm, 10:00am-6:30pm, 8:00am-6:30pm, 9:30am-8:00pm, 3:30pm-12:00am, 11:30pm-8:00am to include weekend and holiday coverage. The employee will be in a training status for the first 30-90 days from 8:00am-4:30pm, Monday-Friday. Once training is completed the employee will transition to their assigned tours. Shift preference will be assigned based on availability at the time of selection. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 70673F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: United States Citizenship: 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.). 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 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; 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. 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: 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). 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. Grade Determinations: Medical Support Assistant (Advanced), GS-679-06 Experience. One year of experience equivalent to the GS-5 grade level. Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple VA centers or those who receive care in the community). For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity difficulty, and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 organize 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. See VA Directive and Handbook 5019.

Education

There is no education requirement for the Advanced Medical Support Assistant position.

Contacts

• Address CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Anquinett Bledsoe
• Phone: 469-797-2135 X22135
• Email: [email protected]