Summary The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Medical Specialty Team to support the Western Market (WM) and Pittsburgh VA Healthcare System through scheduling CVT and other appointments. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue and data validation issues Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work collaboratively in an interdisciplinary coordinated care delivery model. Perform administrative duties crucial for the proper and timely treatment of patients. Manage appointment schedules for outpatient clinics. Adjust appointment times, locations, or dates as needed. Screen and respond to phone calls in a courteous and timely manner, using privacy rules and established processes. Independently manage responsibilities with minimal supervision. Set priorities and deadlines, adjusting workflow to meet team and patient needs. Participate in daily team huddles and weekly team meetings. Contribute to problem-solving on operational procedures. Coordinate administrative services for veterans, family members, caregivers, and clinical staff to ensure continuity of care. Ensure integration of necessary health/administrative information into the Computerized Patient Record System (CPRS). Maintain effective working relationships with clinical and administrative staff. Interpret and implement relevant laws, regulations, and policies. Generate and validate patient workload reports. Organize quality assurance monitors and prepare administrative reports. Collaborate with the oncology team to review clinic utilization and make necessary adjustments. Facilitate patient/employee surveys and guide patients through the hospital system. Schedule appointments accurately and timely, including virtual appointments. Resolve complex problems and diffuse potential dissatisfaction with VA services. Serve as a technical advisor and liaison, explaining complex regulations and eligibility criteria. Maintain effective communication with patients, the interdisciplinary team, VA medical centers, and other agencies. Handle a high volume of phone calls (HVPC) and written requests, demonstrating a high degree of judgment and coordination. Maintain accuracy and resolve issues with the Electronic Waiting List (EWL). Conduct daily review of active/pending consults, EWL, Recall List, and AudioCare communications. Notify the supervisor when clinic access is less than desirable or if patients cannot be scheduled within mandated timeframes. Generate patient workload reports for validation and monitoring activity in clinical areas. Maintain accurate reporting and coordinate with the oncology team using the Clinic Utilization Statistical Summary (CUSS). Serve as technical advisor and liaison, explaining VHA regulations and eligibility criteria concerning veterans' entitlements. Coordinate communications during the inpatient to outpatient discharge process. Facilitate/process secure messaging with patients and the interdisciplinary team. Communicate with non-VA medical facilities and other agencies. Develop and manage a tracking system for follow-up care such as consults and tests. Ensure compliance and standardization with Advanced Clinic Access (ACA) principles. Collaborate with the Group Practice Manager/Chief of Staff. Handle inquiries and issues from patients, VHA management, and Veterans Integrated Service Network (VISN) representatives. Perform additional tasks as assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Financial Disclosure Report: Not required. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 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. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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; (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- 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). 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: GS-6 Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. [vi.] 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: See VA Directive and Handbook 5019, Employee Occupational Health Service 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/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
