Summary The Advanced Medical Support Assistant (AMSA) works in the Rehabilitation and Extended Care ICC. The incumbent serves as an AMSA and provides clerical administrative support in the coordination, care, and treatment provided to patients throughout the Physical Medicine and Rehabilitation Services programming. This includes Physical Therapy, Occupational Therapy, Speech Therapy, and Recreational Therapy, as well as collaboration with Prosthetic Services. Responsibilities Major duties include but are not limited to: Providing specialized and expert administrative patient care while working collaboratively in an interdisciplinary coordinated care delivery model. Recommending changes to existing clinic procedures based on current administrative guidelines. Coordinating with the patient care team to review clinic appointment availability and utilization to ensure that clinic schedules are closely monitored. Performing receptionist and scheduling duties, customer service and other duties assigned. Scheduling, canceling, and rescheduling patient appointments and/or consults. Entering no-show information. Monitoring appointment requests from multiple electronic sources, processing incoming patient secure messaging and coordinating with care team as appropriate. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifying incomplete encounters and communicating findings to therapists, as needed. Assisting the team to reinforce the plan of care and self-help solutions. Entering appropriate information into the electronic record. Monitoring pre-appointment VA Health Care System Fargo, North Dakota information and/or requirements. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Coordinating administrative services for Veterans, family members, caregivers, and general public. Developing and maintaining effective working relationships with all clinical and administrative staff in determining priorities of activities. Providing orientation/training on clinic procedures to new or relief staff as necessary. Generating patient reports for validation and monitoring activity in clinical areas to ensure consistent and accurate reporting. Conducting patient interviews, observing workflow. Guiding patients through hospital system, documenting complaints, providing follow-up, and suggesting resolutions to supervisor. Proficient in Microsoft Word, and have good working knowledge of excel and Power Point. Scheduling packages in VISTA and CPRS. Carries out additional duties or tasks that may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday-Friday; 8:00am-4:30pm. Telework: Not available. Virtual: This is not a virtual position. Financial Disclosure Report: Not required. Recruitment incentive may be authorized for highly qualified candidates You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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. 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 BASIC REQUIREMENTS: a. Citizenship. Citizen of the United States. (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.). b. 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. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. 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: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1. Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. 2. Schedule medical appointments in a clinical setting. 3. Work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1. 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. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 Education There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position. Additional Information 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.
