The Dayton, Ohio VAMC is looking for an Advanced Medical Support Assistant (AMSA) to support the Call Center. The AMSA will play an integral role in achieving first-contact resolution through Veteran-centered delivery of care and provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed.

Duties

Major duties include, but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model. Recommends changes to existing clinic procedures based on current administrative guidelines. Responsible for answering and initiating telephones calls and secure messages to address the needs of Veterans. Greet patients, perform check in and check out, capture insurance and demographic information, as well as relay messages to appropriate staff inside or outside of the Dayton VA Medical Center. Ability to provide information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to appropriate team members within Dayton VA Medical Center or directs the contact to the appropriate discipline or department for resolution. Ability to screen incoming contacts and independently routes the contacts to the appropriate area for resolution. Ability to prepare letters and correspondence for patient care related activities. Ability to provide accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Other assignments at this level may include: scheduling, canceling, re-scheduling patient appointments in line with patient requests, return to clinic orders, recalls, and consults; entering no-show and cancellation information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; reviewing electronic health record, obtaining medical records, faxing, completing administrative documentation, identifying and addressing incomplete encounters Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework Eligibility: Remote 100% Within Dayton, Ohio Area Functional Statement #: 913360 Permanent Change of Station (PCS): Not Authorized

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: a. Citizenship: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens 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). b. Experience and/or Education: Experience. Six months experience of clerical, office or other 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. c. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005. 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 GS-6 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. a. Creditable Experience: Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience 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 variety 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 a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service. Preferred Experience: 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. Schedule medical appointments in a clinical setting. Work independently in the accomplishment of a wide variety of duties performing patient support work. 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. References: VA Handbook 5005, Part II, Appendix G45, Medical Support Assistant Qualification Standard The full performance level of this vacancy is GS-06. Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires potentially extended periods of sitting. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Clarissa Carey
• Phone: 713-791-1414 X22513
• Email: [email protected]