The Specialty Clinical Resource Hub (Specialty CRH) Advanced Medical Support Assistant (AMSA) is responsible to ensure CRH services are completed at the highest standard and in alignment with national CRH standards. The specialty CRH AMSA will coordinate with various site facilities and other VISN MSAs to ensure that scheduling practices and standards are implemented across the VISN.
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 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; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable Certification: None required 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 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: For GS-06 Medical Support Assistant (Advanced): In addition to the basic requirements you must demonstrate that you possess one year of experience equivalent to the [GS-5] grade level. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate [all of] the KSAs 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 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. Preferred Experience: Candidates who have a minimum of two years of experience working in a medical office, hospital, outpatient/inpatient clinic, call center, or ancillary service are highly preferred 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.
It is recognized that a significant portion of services within CRHs will be completed virtually across different facilities; therefore, the Specialty CRH AMSA will be expected to assist all VISN facilities by managing these complex scheduling actions and ensuring compliance to Office of Veterans Access to Care scheduling directives and practices. The Specialty CRH AMSA is required to exercise organizational skills, problem-solving ability, and content expertise in the various scheduling programs and best practices. The position requires the ability communicate effectively with field staff and VISN CRH leadership on a variety of administrative priorities related to scheduling, order processing and consult management. Duties include but are not limited to: Completes test calls with patients scheduled for Veterans Video Connect (VVC) appointments to ensure patient is able to connect via video call successfully .'Rooms' patients virtually on the day of the patient's appointment to ensure the patient and provider can connect successfully, minimizing time the provider has to spend troubleshooting potential connectivity issues Processes medical release of information requests, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH specialty clinics Answers telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information Recognizes and refers urgent issues to the professional staff for immediate action Shows courtesy and respect towards patients, co-workers and the public at all times. Provides front-line assistance to customers with questions or concerns Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely Facilitates necessary follow-up to ensure satisfactory resolution Processes administrative interfacility consults and ensures Veterans' appointments are scheduled timely Manages the daily appointment list which requires scheduling, cancelling, or no-showing appointments Orients new medical staff and all medical/nursing students to such things as the location of the patient files, as well as formatting of CPRS, VISTA, and Visual Aid; must be able to train others in a variety of clerical duties in telehealth. Participates in team huddles and team meetings to manage and plan patient care; this requires working collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting) Work Schedule: Monday-Friday, 8:00am - 4:30pm Compressed/Flexible: Not authorized Telework: Available on ad-hoc basis Virtual: This is not a virtual position. Functional Statement #: 01997F Permanent Change of Station (PCS): Not Authorized