The incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Care in the Community (CITC) team. The AMSA performs clerical and administrative support in the coordination - care - and treatment provided to veterans through the CITC referral processing procedures at VA Black Hills Health Care System - which includes the Community Based Outreach Clinics (CBOCs). The position can be based out of either listed locations.

Qualifications

KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge - skills - and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document*** Creditable Experience: Knowledge of MSA Practices. To be creditable - the experience must have demonstrated the knowledge - skills - and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting.

Basic Requirements

Citizenship: Be a citizen of the United States (U.S.)

Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C.

7407(a)

Experience

No experience required

Education

High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education

Licensure/Certification/Registration

None

Physical Requirements

See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements

See VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements

English Language Proficiency

Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.

7403(f)

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)

Medical Support Assistant (Advanced) GS-6 This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation

You must meet the basic requirements and the following: REQUIRED EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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

Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients

Schedule medical appointments in a clinical setting

Work independently in the accomplishment of a wide variety of duties performing patient support work

Communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers

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: 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 organizes 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

Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/

The full performance level of this vacancy is 6

Physical Requirements: 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.

Duties

Total Rewards of a Allied Health Professional Major duties include - but are not limited to - the following: Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model

Works closely with clinical personnel to ensure veterans receive timely referred and scheduled care in their local community

This work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across all disciplines and specialties through community care

The AMSA recommends changes to existing clinic procedures based on current administrative guidelines

Expertise in utilizing numerous advanced patient systems involved in an interdisciplinary coordinated care delivery model

Coordinates veteran appointments through community vendors utilizing guidance and direction from the veteran's care team to ensure appointments are scheduled accurately - efficiently and within the clinical needs requested by the provider

Develop and/or maintain effective and efficient communication with the veteran - veteran representatives - interdisciplinary care teams - VA medical centers - and other agencies (e.g

coordinating community care appointments and additional requests for care with non-VA medical facilities - administratively triaging phone calls related to community care requests - assisting other VA teams in understanding community care eligibilities in regards to the Mission Act of 2018 - assisting CITC RN in care coordination of referrals - following up with community vendors to ensure appointment completion and obtaining of medical records)

Processes incoming veteran messages through message manager and care requests through my healthy vet - 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 interdisciplinary team

setting priorities and deadlines - adjusting the flow and sequencing of the work to m

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model
• Works closely with clinical personnel to ensure veterans receive timely referred and scheduled care in their local community
• This work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across all disciplines and specialties through community care
• The AMSA recommends changes to existing clinic procedures based on current administrative guidelines
• Expertise in utilizing numerous advanced patient systems involved in an interdisciplinary coordinated care delivery model
• Coordinates veteran appointments through community vendors utilizing guidance and direction from the veteran's care team to ensure appointments are scheduled accurately - efficiently and within the clinical needs requested by the provider
• Develop and/or maintain effective and efficient communication with the veteran - veteran representatives - interdisciplinary care teams - VA medical centers - and other agencies (e.g. coordinating community care appointments and additional requests for care with non-VA medical facilities - administratively triaging phone calls related to community care requests - assisting other VA teams in understanding community care eligibilities in regards to the Mission Act of 2018 - assisting CITC RN in care coordination of referrals - following up with community vendors to ensure appointment completion and obtaining of medical records)
• Processes incoming veteran messages through message manager and care requests through my healthy vet - 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 interdisciplinary team
• Setting priorities and deadlines - adjusting the flow and sequencing of the work to meet established goals.

• 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
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Schedule medical appointments in a clinical setting
• Work independently in the accomplishment of a wide variety of duties performing patient support work
• Communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines
• Ability to independently set priorities and organizes 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
• 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

• High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Schedule medical appointments in a clinical setting
• Work independently in the accomplishment of a wide variety of duties performing patient support work
• Communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines
• Ability to independently set priorities and organizes 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
• 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