Summary This position is located under the VA Community Care service at the C.W. Bill Young VA Medical Center, Bay Pines, Florida, and falls under the Chief of staff. The Advanced Medical Support Assistant continuously embraces and supports the mission, vision, and values of the VA Healthcare System and identifies the nature, purpose, and location of work. Responsibilities This position is directly responsible to the office of the Veterans Affairs (VA) Community Care service and falls under the C.W. Bill Young VA Medical Center, Bay Pines office of the Chief of staff. The strategic alignment for the position and the immediate goal for the Advanced Medical Support Assistant supports the mission, vision, and values of the VA Healthcare System. The Advanced Medical Support Assistant (AMSA) will guide patients through the Community Care programs, inputs referrals, sends authorizations, documents complaints, and provides follow-up and suggests resolutions to supervisor. The Advanced MSA must also be able to direct patients to the appropriate billing examiners for authorizations and claims as they directly relate to consult. The Advanced Medical Support Assistant will provide knowledge of specialty programs, governing policies, resources, and necessary processing requirements for the assigned team to maintain the continuity of care accessibility needs of the patient. The Advanced Medical Support Assistant will provide knowledge of specialty programs, governing policies, resources, and necessary processing requirements for the assigned team to maintain the continuity of care accessibility needs of the patient. Advance Medical Support Assistants assigned and or rotated on teams will maintain 85 percent quality assurance measures to effectively meet facility operational needs for veterans' appointment scheduling and consult record. Incumbents must screen/receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and established service processes. The incumbent will utilize all necessary authorized software applications and computer-based programs for the active management and effective use in the daily operations of consult processes. The daily task and specialty assignments will incorporate: VISTA, CPRS, XEROX PRINT, JLV, HSRM, CTM, CTB, EcFax, VeText, EPSI, Medicom, PPMS, ISS, My HealtheVet, DocManager, Audio care, Outlook, Microsoft Word, and Excel. The incumbent will cover the CSHD as needed and will answer all appointment questions and inquiries completely to the best of his/her ability toward first call resolution by direct access to Cisco Jabber, Cisco Finesse, and Microsoft Teams Work Schedule: 8:00 am - 4:30 pm Monday through Friday Virtual: This is not a virtual position. Functional Statement #:21426F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized 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. You may be required to serve a trial period. 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirement 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. 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. 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. 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-679-06 Advanced Medical Support Assistant 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. 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. GS-679-06 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate all the following Knowledge, Skills, and Abilities at the GS-679-06 grade level: 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. References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office. Physical Requirements: The Advanced 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. Education Education is not a requirement for the GS-0679-6 Advanced Medical Support Assistant. 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.
