The Advanced Medical Support Assistant (AMSA) is assigned to the VA Sierra Nevada Health Care System (VASNHCS) Community Care (CC) Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so they can make the most informed care decisions and schedule their appointment in VA or the community.
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: Six (6) 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 (1) 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]). You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. GS-6 Grade Determinations: In addition to the Basic Requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates for Advanced Medical Support Assistant GS-6: a. Experience: One year of experience equivalent to the GS-5 grade level. In addition to one year of specialized experience equivalent to the GS-5 MSA, candidates must demonstrate all the KSA's below: 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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. Preferred Experience: 1 year experience navigating electronic medical records system. 1 year experience providing customer service to internal and external customers in the healthcare field. Familiarity with medical terminology. Familiarity with Microsoft Office programs, to include Outlook, Teams, Excel, Word, and SharePoint. 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. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06. Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019
Duties of the position include, but are not limited to: Work collaboratively with the RCT members, facility community care program, the Patient Aligned Care Teams (PACT) and Specialty Care clinicians, and other staff within VA and outside VA. Contact the patient and discuss options for internal/direct VA care vs. Community Care (when eligible). Document the discussion in the electronic medical record. Prioritize calls and make decisions based on caller needs, handing off calls to the RCT Nurses for patients/callers that potentially have an emergent or urgent care need, as well as resolving non-urgent needs. Use advanced interpersonal skills in order to effectively understand patient's needs, assess possible courses of action and take appropriate measures to ensure patient satisfaction. Prepare, compose, and review outgoing correspondence for the purpose of obtaining or supplying information. Display a cooperative attitude and will effectively work together to implement the organization's mission and goals. Protect printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, Federal regulations, VA statutes and policy, and VHA policy. Performs other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework: Available- Ad Hoc (As determined by office policies) Virtual: This is not a virtual position. Functional Statement #: FS# 654-00123-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized