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The Advanced Medical Support Assistant (AMSA) in the VISN Clinical Contact (CCC), works as part of an interdisciplinary healthcare team
providing and supporting administrative and clinical scheduling activities as assigned. The Advanced MSA provides specialized and expert
administrative patient support while working collaboratively in an inter-professional coordinated care delivery model.
********* THIS POSITION IS OPEN TO CURRENT, PERMANENT EMPLOYEES OF VISN 9 ONLY. *********
03/12/2025 to 03/31/2025
$44,959 - $58,445 per year
GS 6
1 vacancy in the following location:
No
No
Not required
No
Permanent
Full-time
Excepted
6
No
No
CBTG-12708982-25-MC
833588300
Open to current, permanent employees of VISN 9 only.
As an Advanced Medical Support Assistant your duties will include but not limited to the following:
· Provide specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care
delivery model.
· Work collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care
and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging,
chat, text messaging and video.
· Answer telephones, secure messages and chat messages, greet patients, relay messages to appropriate staff inside or outside of the
VISN CCC, schedule appointments, interpret and verify provider orders in accordance with VHA national scheduling guidelines.
· Recommend changes to existing clinic procedures based on current administrative guidelines.
· Utilize numerous advanced patient systems in support of multiple clinics involved in an inter-professional coordinated care delivery
model.
· Develop and/or maintain effective and efficient communication with the patient, inter-professional care delivery teams, VA medical
centers, and other agencies; communicate with non-VA medical facilities.
· Schedule, cancel, re-schedule patient appointments and/or consults; enter no-show information; monitor appointment requests from
multiple electronic sources
· Gather and obtain medical information from patients; processing medication refill requests; reviewing electronic health record,
obtaining obtaining medical records.
· Participate in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitor outpatient
appointments in areas of responsibility.
· Verify and update demographics when contacted by patients.
· Manage patient systems to verify and validate accuracy and resolve issues; evaluate patient information and clinic schedule lists to
determine whether the patient requires an immediate appointment; informs inter-professional team members about shared patients.
· Provide information and resolution to Veterans' requests within scope, use administrative judgement to escalate symptomatic
concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for
resolution.
· Screen incoming contacts and independently route the contacts to the appropriate area for resolution.
· Use advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient,
operational and prioritized to maintain Veteran flow and clinic readiness.
· Utilize various software, hardware system products, and data portals to transfer and capture information electronically for the support
of the daily operation of the unit.
· Operate within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized
interfaces and telecommunications hardware and software.
· Provide accurate details of organizational information to Veterans regarding the different services the VA offers.
· Provide high-quality customer service to Veterans and their families/caregivers.
· Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
· Resolve Veteran complaints as appropriate.
· Perform duties as assigned to ensure efficient and effective operations.
· Other duties as assigned.
Work Schedule: Varying, Rotating Shifts. WHEN Schedule - Weekends, Holidays, Evenings and Nights.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 99708
Relocation/Recruitment Incentives: Not Authorized
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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
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.
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.
To apply for this position, you must provide a complete Application Package which includes:
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 03/31/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12708982.
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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/833588300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
