Advanced Medical Support AssistantAdvanced Medical Support Assistants are assigned to the following sections: Primary Acute Care Teams (PACT), various Specialty Clinics, Nursing Service or Inpatient Care. The Advanced Medical Support Assistant provides specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model.This announcement is open to current permanent Veterans Health Administration employees and all US Citizens. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.Major duties of the Advanced Medical Support Assistant (AMSA) include, but are not limited to:Reviews patient records, physician orders/consults, completing basic eligibility review for Community Care benefitsProcesses and manages consults through the life cycle of the consult, following relevant directives, guidelines, and SOPs regarding scheduling practices, initiation of authorizations, communications with patients and providers.Functions as a liaison between the VA, the community provider, the veteran, and Third-Party Administrator (TPA). Receives and responds to incoming telephone calls to the department, secure messages, incoming/outgoing faxes, referral management platforms, and other forms of internal/external communications.Completes varied assignments which are complex and detailed in nature, requiring coordination with the self-directed team members, team coordinator, administrative and clinical staff within the medical center and with community providers.Establishes and maintains good relations with veterans, their families, and others to promote an understanding of hospital system/activities, rules of eligibility and create an atmosphere conducive to quality care.Troubleshoots questions/concerns from local providers, hospitals, Veterans, expanded members of the health care team, and various stakeholders. Incumbent is expected to communicate well, both orally and in writing, and provide quality customer service to internal and external stakeholders.Acts as receptionist and communications' coordinator for the DOM or inpatient units, receiving numerous visits, telephone calls and messages from patient's families, friends and co-workers. Capable of handling each visitor or caller promptly and courteously, in accordance with provisions of the Privacy and Release of Information Act of 2002.Processes Beneficiary Travel Claims, including Ambulance Bills, as needed.Coordinates and schedules appointments for the DOM and inpatient units timely and accurately. This includes making appointments, processing Return to Clinic orders, cancelling appointments.Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows: a. All appointments will be made with the patient's input, either in person or by phone. They may require a high level of coordination to avoid patients having to make multiple trips around the medical center whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled with mandated clinic timeframes. c. Daily reviews of the active and pending consults for accuracy and disposition.Participates in morning huddles on the DOM and inpatient units when requested. receiving data on the daily census. This may include admissions, discharges, room changes, etc.The incumbent is expected to handle all interactions with courtesy, professionalism, and diplomacy. It is expected that he/she will demonstrate flexibility amid changing priorities and/or critical deadlines. The incumbent is expected to meet the needs of customers while supporting VA missions.Work Schedule: Full time; Work schedule will be determined upon selection. Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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). Remote: This is not a remote position Telework: Not available Virtual: This is not a virtual position Travel: Not Required. Financial Disclosure Report: Not requiredConditions of employment include: Complete all application requirements detailed in the "Required Documents" section of this announcement. 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 probationary 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).As a condition of employment for accepting this position, you will be required to serve a 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.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 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 - Equivalent combination of experience and education.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 3j.In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized 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.References: VA Handbook 5005/117 Part II Appendix G45 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