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Summary This position is located at North Florida/South Georgia Veterans Health System (NF/SG VHS) Community Care Service. The NF/SG VHS is a comprehensive and integrated health care delivery system that provides quality clinical programs and services to Veterans. We offer primary health care services, as well as highly specialized, technologically advanced clinical care. The System includes two hospitals, three large satellite outpatient clinics, and several small community-based outpatient CBOCS. Responsibilities The Advanced Medical Support Assistant (AMSA) for Community Care Service, works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Duties and program responsibilities include: The Advanced Medical Support Assistant (AMSA) position serves as a member of the Community Care Consult team. The AMSA works collaboratively with other members of expanded health care teams (i.e. PACT, specialty care) including Community providers, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and Community specialists, hospitals, diagnostic and treating facilities, and community based programs. The AMSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinics, C&P, Community Care) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for all Community Care. Communicates with Community Care providers to ensure they accept VA patients and payments, prepare any required pre-appointment documents, schedules the appropriate level of care and Community Care Advanced Medical Support Assistant Functional Statement documents the schedule in the appropriate consult. Obtains medical documentation from Community providers, scans to appropriate consult within CPRS and view alerts the VA providers for continuity of care. Coordinates internal and external care between customers and providers. Enters and edits Community Care program authorizations in the Fee Basis Computer System and mails/faxes letters to vendors and patients. Incumbent schedules community clinic appointment using VistA scheduling options and linking appointment to consult. Complete verification with Community providers that patient made scheduled appointment. Meets the needs of customers while supporting VA missions. Consistently communicates and treats customers (veterans, their representatives Community Care Advanced Medical Support Assistant Functional Statement visitors, staff, and internal and external providers) in a courteous, tactful, and respectful manner. VA Careers - Pharmacy: https://youtube.com/embed/Fn_ickNBEws VA Careers - Physical Therapy: https://youtube.com/embed/Gi2hoFqIoqY VA Careers - Prosthetics: https://youtube.com/embed/3NUvF5jjErQ VA Careers - Social Work: https://youtube.com/embed/enRhz_ua_UU Work Schedule: 0800-1630 primary tour of duty with off-tour/weekend rotation as needed, to meet demands of the service. Virtual: This is not a virtual position. Functional Statement #: 51007F 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. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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). Experience of clerical, office, customer service, or other administrative work that indicates the ability to schedule and coordinate appointments acquire the particular knowledge and skills needed to perform the duties of the position; 2-3 years of administrative and/or clinical background, preferred. Demonstrates the ability to schedule and coordinate appointments. Demonstrates dependability and flexibility. Demonstrates strong ability to function independently. Experience working with excel spreadsheets and word documents, required. Evidence of self-direction. Excellent customer service and communication skills. Have a basic understanding of organization and administration of multifaceted health care delivery systems, specialty and subspecialty care, data base management. Prior VA experience, preferred; OR Education - One 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. Physical Requirements - See VA Directive and Handbook 5019. English Language Proficiency - Medical Support Assistants (MSAs) must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Certification- None required. Grade Determinations: GS-06 Advanced Medical Support AssistantExperience - One (1) year of experience equivalent to the next lower (GS-05) grade level.Experience at this level is as follows: Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting Advises clinical staff on current administrative processes, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults, enters no-show information Monitors appointment requests from multiple electronic sources Participates in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic Monitors both inpatient and outpatient appointments in areas of responsibility Verifies and updates demographics and insurance information when patients check-in for appointments Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). GS-06 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-06 level: 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.The full performance level of this vacancy is GS-6.Physical Requirements: The Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. Education There is no education substitute for GS-6. Additional Information 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. 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. 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.