Job Description
Full job description
Duties
The AMSA performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinics. The Advanced MSA demonstrates strong communication and customer services skills and works closely with all staff members performing the administrative duties essential to support the timely care of patients and support of the service/unit goals.
Duties include but are not limited to:
- Greets and checks patients in/out for appointments.
- Schedules/Cancels appointments and interprets/verifies provider orders/consults in accordance with VHA Scheduling directives and guidelines.
- Ensures that the clinic setup is closely monitored to effectively support the needs of the clinic and makes any necessary adjustments.
- Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.
- Facilitates/processes secure messaging with the patient and team; notifies patients of normal lab results.
- Develops and manages a tracking system for follow up care such as consults, tests, etc..
- Participates in team huddles and team meetings to manage and plan patient care.
- Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
- May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.
- Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work).
- Monitors orders, consults, recalls to verify and validate accuracy, resolve issues and schedule/disposition as necessary.
- Recommends changes to existing clinic procedures based on current administrative guidelines.
- Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the Patient Aligned Care Team (PACT) or the clinical team within the Specialty they are supporting, to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary.
- 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.
- Enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
- 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)
- Supports Patient Safety standards using the correct Veterans Affairs identification of all patients and adheres to standards/responsibilities in responding to medical emergencies.
- Other duties as assigned by MSA Supervisor or Lead MSA
Work Schedule : Monday-Friday, 0800-1630
Virtual: This is not a virtual position.
Position Title/Functional Statement # :Advanced Medical Support Assistant/53181-A
Relocation/Recruitment Incentives : Not Authorized
Fi nancial Disclosure Report: Not required
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 probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Must pass TB test pre-employment physical examination.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
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 or Education
- Experience: Six months experience of clerical, office or other 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 (transcript is required with application); OR
Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application);
- 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.
Grade Determinations: In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates: Advanced Medical Support Assistant, GS-0679-06: In order to be found qualified for this position, you must possess the following;
Experience. One year of experience equivalent to the next lower grade level (GS-05). Examples of experience at the next lower grade must include; Knowledge of medical terminology, scheduling appointments (including interpreting and verifying provider orders), canceling, re-scheduling patient's appointments and/or consults; use of Microsoft Office, entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other facilities or hospitals; performing basic eligibility, co-pays and pre-authorization requirements for specific coverage, and other related support work in a health care setting.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations
2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational level.
3. Advanced knowledge of the technical health care process as it relates to access to care.
4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
GS-06 Advanced Medical Support Assistant Assignment: The Advanced Medical Support Assistant works collaboratively with staff at the Medical Center, Contract Vendors, Medical Center affiliates, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate Veteran PACT/SHIP/Specialty Care/Community Care and Choice activities. This coordination involves mutli-disciplinary communication and coordination as a member of a cross-functional team. The Incumbent will coordinate and is responsible for all administrative duties associated with the Choice Program and PACT/BHIP/Specialty Care/Community Care Coordination, receives consults via the electronic medical record, coordinates and receives the necessary documentations to facilitate the processing of the consult, ensures that the Veteran receives the appropriate PACT/BHIP/Specialty Care/Community Care appointment and closes out the consult when completed. Provides patients correct instructions on test preparation, diets, and procedural requirements for varying procedures and specialty services specific to each community provider's standard of care which affects the efficiency, accuracy, and acceptability of patient care procedures, processes, and services in the community.
Preferred Experience:
- Knowledge of Microsoft programs including, but not limited to PowerPoint, Word, Teams, and Excel
- Experience scheduling patients in Clinical Video Telehealth; VA Video Connect and phone clinics
- Experience scheduling across multiple platforms (GUI, VistA, Telehealth Management Platform)
References: VA Handbook 5005/53 ; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. The full performance level of this vacancy is GS-0679-06.
Physical Requirements: No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk, conferences, meetings, etc., and occasional visits to activity work sites. Occasional use of automobile and public conveyances may be required.
Education
There is no substitution of education for experience at this grade level GS-06.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:
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.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members : Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes:
Required Documents:
1. Your resume (and/or curriculum vitae) must include the following information for each job listed:
- Job title
- Pay Plan and Grades/Step Held (for Federal positions)
- Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions regarding experience. It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
- Month & year start/end dates (e.g., June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
2. (If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
NOTE: Waiver of Veterans Preference for Occupational Series GS-0679 Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages. Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2025.Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated October 1, 2024.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/17/2024 to receive consideration. To preview the questionnaire click
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information
VISN 19 HR Contact Center
Phone
719-227-4600
Email
V19USAJOBS@VA.GOV
Address
VA Salt Lake City Health Care System
500 Foothill Drive
Salt Lake City, UT 84148
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Criminal history inquiries
- Equal Employment Opportunity (EEO) Policy
- Financial suitability
- New employee probationary period
- Privacy Act
- Reasonable accommodation policy
- Selective Service
- Signature and false statements
- Social security number request
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
Required Documents:
1. Your resume (and/or curriculum vitae) must include the following information for each job listed:
- Job title
- Pay Plan and Grades/Step Held (for Federal positions)
- Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions regarding experience. It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
- Month & year start/end dates (e.g., June 2007 to April 2008)
- Full-time or part-time status (include hours worked per week)
2. (If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency)
must be provided. Please note the following.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
NOTE: Waiver of Veterans Preference for Occupational Series GS-0679 Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages. Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2025.Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated October 1, 2024.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Help
This job is open to
Clarification from the agency
This announcement is opened to the Public. All US Citizens are encouraged to apply. For Job Opportunity announcement open to VHA Employees and current Federal employees see: Job Announcement Number CBSU-12566464-25-DS.
Job Tags
Permanent employment, Full time, Contract work, Temporary work, Part time, For contractors, Traineeship, Work experience placement, Immediate start, Remote job, Work from home, Relocation, Monday to Friday,