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
• 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, 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
• English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j
• 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)
• Grade Determinations: Advanced Medical Support Assistant- GS-06 Experience
• One year of experience equivalent to the [GS-5] grade level
• Experience at the GS-5 includes but is not limited to: scheduling, cancelling, re-scheduling patients appointments and/or 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 VA facilities or private hospitals, performing basic eligibility, co-pays and preauthorization requirements for specific coverage, etc
• Assignment
• The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
• 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 availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary
• Demonstrated Knowledge, Skills, and Abilities
• Candidates must demonstrate all of the KSAs below: 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
• 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
• Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/
• The full performance level of this vacancy is GS-06
• Preferred Experience: Scheduling experience, customer service skills, working with a diverse population, good communications skills, computer knowledge, and experience.