Summary The position is in Health Administration Service and serves as the Advanced Medical Support Assistant (AMSA) provides vital administrative and support services to ensure efficient operations within both VA outpatient clinics and VA community care settings within the SLCVAHCS. The AMSA is integral to patient care delivery, managing administrative processes, coordinating care, and delivering outstanding customer service. Responsibilities Scheduling and Coordination: Schedule and manage patient appointments, follow-ups, and procedures in line with VHA national scheduling guidelines. Facilitate and monitor appointment requests and consults for both VA outpatient clinics and community care. Schedule, cancel, reschedule patient appointments and consults, enter no-show information, and prepare for clinic visits. Coordinate transportation and other logistical elements for patient care when necessary, ensuring all patient visits/procedures are ready (e.g., X-ray, lab work). Manage emergency and non-emergency transfers to other clinics, VA facilities, or private hospitals. Customer Service and Communication: Act as a primary point of contact for patients, their families, and healthcare providers. Deliver excellent customer service by addressing inquiries, guiding patients through services, and resolving issues promptly. Maintain effective communication with community care providers and agencies to facilitate comprehensive care coordination. Participate in patient education, assisting patients with understanding their appointments, timelines, and necessary preparations. Documentation and Record Management: Enter data accurately and ensure proper recording of patient records, reports, and documents in the electronic health record (EHR) system. Verify and update patient information, adhering to confidentiality and HIPM regulations. Manage patient activity and treatment procedure requests, and coordinate care documentation between VA and community care providers. Quality Assurance and Improvement: Engage in quality improvement initiatives focusing on scheduling and administrative processes. Identify areas for process improvements to enhance patient care and operational efficiency. Ensure accuracy in patient scheduling and related records, and actively participate in problem-solving operational issues or procedures. Administrative Support: Assist in onboarding and training new staff in processes and systems. Provide coverage and support for other administrative roles as needed. Prepare and manage correspondence, reports, and related documents for operational efficiency. Maintain inventory and order necessary supplies to support clinic and community care operations. Participate in team huddles and meetings to manage and plan patient care, set priorities, and adjust workflows to meet team and patient needs. Community Care Specific Duties: Coordinate all Community Care Consults that are Mission Act eligible, ensuring timely processing and the delivery of required medical care. Facilitate interdisciplinary care coordination in collaboration with VA and community clinicians. Ensure timely receipt and processing of medical records and the completion and closure of consults post-treatment. Educate VA and community care providers about shared patients and ensure continuity of care. Handle urgent/STAT requests within required timeframes and provide accurate procedural instructions. Perform basic eligibility reviews, co-pay evaluations, and pre-authorization checks for specific coverage. Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Mon - Fri, 08:00am - 4:30pm Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Virtual: This is not a virtual position Functional Statement #: 53181-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 identification 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). 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. Grandfathering Provision: Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: 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. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations: Medical Support Assistant (Advanced), GS-06: (1)Experience. One year of experience equivalent to the next lower grade level GS-5 Medical Support Assistant grade level. Duties at this level include, but are not limited to: performing a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; answering phones; greeting patients; relaying messages to appropriate staff inside or outside of the unit; scheduling appointments; including interpreting and verifying provider orders to schedule within scheduling guidelines. (2) Knowledge, Skills, and Abilities (KSAs).In addition to the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) 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. (c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. (d) 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. (e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. (f) 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. Preferred Experience: 1. Demonstrated experience in a fast-paced ambulatory care setting, preferably within a PACT team. 2. Strong skills in patient registration, scheduling, and coordinating care across multiple providers/services. 3. Proficiency with VA electronic health record systems (CPRS, VistA, or Cerner) and consult management. 4. Excellent customer service and communication skills with a focus on patient advocacy and satisfaction. 5. Knowledge of medical terminology and the ability to interpret and process provider orders. 6. Experience in handling sensitive patient information in compliance with HIPAA/VA policies. 7. Ability to multitask and manage time effectively. 8. Proven ability to adapt to new initiatives and rapidly changing healthcare environments. 9. Ability to work independently and as part of an interdisciplinary team to ensure optimal patient flow and access. 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 06.Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.). Education There is no education substitution at this grade level. Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) Additional Information 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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.
