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The incumbent serves as an Advanced Medical Support Assistant in the Mental Health Service at the Southern Arizona VA Health Care Center in Tucson, Az.

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Hiring complete

Open & closing dates

10/30/2020 to 11/19/2020
Salary

$39,337 - $51,139 per year
Pay scale & grade

GS 6
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Location
- Tucson, AZ 2 vacancies
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-Time
Service

Excepted
Promotion potential

None
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Suitability/Fitness
Announcement number

CBSX-10939637-21-AA
Control number

583085400

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Internal to an agency

Current federal employees of this agency.

Clarification from the agency

Open to Current Permanent Department of Veterans Affairs Employees Only. First consideration will be given to current permanent Southern Arizona VA HCS employees.

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The Advanced MSA works collaboratively in an interdisciplinary team environment 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 clinic. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. The MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The MSA participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.

Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations.

Major duties include but are not limited to the following:
- Performs receptionist duties, customer service, oversees clerical activities at the front desk and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
- Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
- Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
- Explains procedures to veterans and their family members both in person and on the phones.
- Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet the team and patient needs.
- Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting.
- Intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services.- Serves as technical advisor and liaison with contacts at all levels.

Work Schedule: Monday - Friday, 7:30am -4:00pm or 8:00am -4:30p
Financial Disclosure Report: Not required

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Conditions of Employment

You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process

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: 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 or other 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
English Language Proficiency: Must be proficient in spoken and written English.

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 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.
Quality of Experience. Qualifying experience must be at a level comparable to MSA experience (or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting) at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in the standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Grade Determinations: GS-6 Advanced Medical Support Assistant.
(a) Experience. One year of experience equivalent to the GS-5 grade level. Experience at the GS-5 level includes: Answering phones, greeting patients, relaying messages to appropriate staff in charge; scheduling, canceling, and re-scheduling patient's appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals; and determining appointment type based on the patient's eligibility or status (i.e., TRICARE, sharing agreements, research patient, VA employee, etc.)

(b) Assignment. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. 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 care team to review clinic appointment eligibility utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustment as necessary.
Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; 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; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; (identifies incomplete encounters and communicates findings to providers); assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must 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: VA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant Qualification Standard, GS-0679.

This is the full performance level of this vacancy - GS-06.

Physical Requirements: The work is mostly sedentary and is performed in various outpatient clinic or office settings responsible for treating patients with a wide variety of medical problems. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. The performance of daily rounds to the assigned clinic areas is required. This may include frequent visits to off-site clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. Incumbent may be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

This job opportunity announcement may be used to fill additional vacancies.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

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.

If you are unable to apply online view the following link for information regarding an Alternate Application.

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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.

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, résumé, 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.

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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.
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:
- Resume
- SF-50/ Notification of Personnel Action
VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.

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.
- Cover Letter
- 10-2850c Application for Associated Health Care Occupations
- Resume
- SF-50/ Notification of Personnel Action
- Transcript
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

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.
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 11/19/2020 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10939637.
1. 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.
2. 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, https://my.usajobs.gov/Account/Login, 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.

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). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients 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 facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCPs that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.
Agency contact information

Araceli Avalos

Phone

(602) 277-5551 X3304

Email

araceli.avalos@va.gov

Address

Tucson VA Medical Center
3601 South Sixth Avenue
Tucson, AZ 85723
US

Learn more about this agency

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 U SAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

To apply for this position, you must provide a complete Application Package which includes:

Resume
SF-50/ Notification of Personnel Action

VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search.

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.

Cover Letter
10-2850c Application for Associated Health Care Occupations
Resume
SF-50/ Notification of Personnel Action
Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

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

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 11/19/2020 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10939637.

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, https://my.usajobs.gov/Account/Login, 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.

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). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients 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 facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCPs that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.

Agency contact information

Araceli Avalos

Phone: (602) 277-5551 X3304
Email: araceli.avalos@va.gov
Address: Tucson VA Medical Center
3601 South Sixth Avenue
Tucson, AZ 85723
US

Learn more about this agency

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 U SAJobs Help Center.

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

This job announcement has closed

Help

Hiring complete

Open & closing dates

10/30/2020 to 11/19/2020
Salary

$39,337 - $51,139 per year
Pay scale & grade

GS 6
Location
- Tucson, AZ 2 vacancies
Telework eligible

No
Travel Required

Not required
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-Time
Service

Excepted
Promotion potential

None
Job family (Series)
- 0679 Medical Support Assistance
Supervisory status

No
Security clearance

Other
Drug test

No
Position sensitivity and risk

Non-sensitive (NS)/Low Risk
Trust determination process
- Suitability/Fitness
Announcement number

CBSX-10939637-21-AA
Control number

583085400

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/583085400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Adv Med Support Assistant (Mental Health)

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Location

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Position sensitivity and risk

Trust determination process

Announcement number

Control number

This job is open to

Clarification from the agency

Videos

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Required Documents

If you are relying on your education to meet qualification requirements:

How to Apply

Agency contact information

Next steps

Fair & Transparent