SummaryThe incumbent serves as an Advanced Medical Support Assistant (AMSA) in the Clinical Access Management Service (CAMS) for the LTC Charles S. Kettles VA Medical Center and it's associated Community Based Outpatient Clinics (CBOC).This job is open toInternal to an agencyCurrent federal employees of this agency. Clarification from the agencyThis is an internal job announcement. ONLY Current, permanent LTC Charles S Kettles VA Medical Center and CBOC employees may apply.VideosDutiesThe AMSA 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.Some of the major duties of this position include, and are not limited to:Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit.Scheduling, canceling, re-scheduling patient appointments and/or consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.Entering no-show information.Monitoring appointment requests from multiple electronic sources.Verifying and updating demographics and insurance information when patient's check-in for appointments.Processing laboratory related activities such as dictation, transcription, upload reference lab results, etc.Coordinating 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.).Coordinating 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.Developing and/or maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.Processing incoming patient secure messaging through My Healthy Vet and coordinates with care team as appropriate.Participating 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.Identifying incomplete encounters and communicating findings to providers, as needed.Entering appropriate information into the electronic record; monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure.Managing patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informing team members about shared patients.Work Schedule: Primarily Monday through Friday (schedule to be discussed during interviews).Telework: Not Available.Virtual: This is not a virtual position.Functional Statement #: 92306ARelocation/Recruitment Incentives: Not Authorized.Permanent Change of Station (PCS): Not Authorized.Financial Disclosure Report: Not Required.Requirements Conditions of EmploymentYou 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.You may be required to serve a probationary period.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. QualificationsBasic 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 and Education.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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.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 all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:Such employees may be reassigned, promoted, or changed to a lower grade within the occupationEmployees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.Grade Determinations: GS-06Experience: One year of experience equivalent to the [GS-5] grade level.You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization.Examples of specialized experience would typically include, but are not limited to: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.Responsible for 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.Scheduling, canceling, re-scheduling patient appointments and/or consults.Entering no-show information.Monitoring appointment requests from multiple electronic sources.Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibilityVerifying and updating 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.).Additionally, candidates must demonstrate all of the following Knowledge, Skills, and Abilities: Please make sure that each is addressed in your application package.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 organize 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: APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679.Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes. Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precautions.EducationThere is no education substitution at this grade level.Additional informationThis 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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.BenefitsReview our benefitsHow You Will Be EvaluatedYou 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.BenefitsReview our benefitsRequired DocumentsAs 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:ResumeSF-50/ Notification of Personnel ActionThe following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.Please use this checklistto 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 LetterDD-214/ Statement of ServiceDisability Letter (Schedule A)Disability Letter (VA)LicenseOther (1)Other (2)Other (3)Performance AppraisalProfessional CertificationResumeSeparation Notice (RIF)SF-15SF-50/ Notification of Personnel ActionTranscript.How to ApplyAll 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 04/24/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12387724.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.Agency contact informationHeather OstrowskiPhone734-845-5391Emailheather.ostrowski@va.govAddressAnn Arbor VA Medical Center2215 Fuller RoadAnn Arbor, MI 48105USNext stepsOnce 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.Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.Equal Employment Opportunity (EEO) PolicyReasonable accommodation policyFinancial suitabilitySelective ServiceNew employee probationary periodSignature and false statementsPrivacy ActSocial security number requestRequired DocumentsTo apply for this position, you must provide a complete Application Package which includes:ResumeSF-50/ Notification of Personnel ActionThe following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.Please use this checklistto 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 LetterDD-214/ Statement of ServiceDisability Letter (Schedule A)Disability Letter (VA)LicenseOther (1)Other (2)Other (3)Performance AppraisalProfessional CertificationResumeSeparation Notice (RIF)SF-15SF-50/ Notification of Personnel ActionTranscript.How to ApplyAll 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 04/24/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12387724.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.Agency contact informationHeather OstrowskiPhone734-845-5391Emailheather.ostrowski@va.govAddressAnn Arbor VA Medical Center2215 Fuller RoadAnn Arbor, MI 48105USNext stepsOnce 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.Fair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.Equal Employment Opportunity (EEO) PolicyReasonable accommodation policyFinancial suitabilitySelective ServiceNew employee probationary periodSignature and false statementsPrivacy ActSocial security number request