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Summary The incumbent of this position serves as an Advanced Medical Support Assistant with the Oscar G. Johnson, VAMC (OGJVAMC). These clinics are patient-focused, outcome-oriented care systems in which efficient coordination of care is of primary concern. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below Responsibilities Patient Concerns: The incumbent serves as contact for Veterans and/or his/her representative when seeking medical, or behavioral health treatment or other assistance at the medical center or CBOCs. Determines the nature of the individual Veteran's needs. Listens to problems or complaints, provides answers, information and guidance and initiates appropriate action. Provides necessary information to the staff and the patient dealing with a wide range of problems including atypical and complex situations. Refers Veteran, family, and or representative to the Patient Advocate at VAMC Iron Mountain for concerns beyond the incumbent's control. Informs patient of procedures to be followed when in need of hardship application or pharmacy waiver. Incumbent is able to direct inquiries regarding billing to appropriate staff. Incumbent reflects a cooperative and compassionate attitude with a high level of sensitivity to human needs. Incumbent will educate the Veteran and significant others as appropriate to reduce concerns and overcome potential conflicts to provide the optimum in quality care to the patient. Demonstrates Patient Centered Care (PCC) through the use of effective communication with patients, families, visitors, and members of the interdisciplinary team, including the patient in mutual goal setting, and providing patient advocacy when appropriate. Visibly demonstrates the ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) Core Values in interactions with Veterans, staff, and other stakeholders Scheduling, rescheduling and canceling patient appointments: The incumbent is required to schedule and cancel patient appointments utilizing the VistA Appointment Scheduling Enhancement (VSE) package paying particularly close attention to special instructions or requirements of clinic profiles. Scheduling will be completed based on the Veteran's request. Incumbent will utilize the electronic medical record and electronically verify orders taken off /completed. Special consideration will be given, when possible, in making appointments for those with multiple appointments, those driving long distances or those with other special circumstances. All appropriate comments will be listed in the remark section of the appointment when scheduling and/or canceling an appointment in VSE. Incumbent will timely process clinic cancellations and assure appropriate rescheduling to include sending letters to the patients or calling when given short notice. Incumbent will complete order schedule appointments according to the Veteran's preference. They will also schedule same day access appointments as needed. Clinical: Incumbent performs administrative duties associated with patient care and treatment for all categories of beneficiaries, including service connected, non-service connected, active military personnel, active duty referrals, collaterals and employees. Incumbent keeps storage areas in order, orders supplies as needed, assures privacy of patient information is maintained, and correctly utilizes sensitive/non-sensitive recycling containers. At time of checkout the incumbent will promptly and courteously process all pertinent provider's orders and schedule according to Veteran's preference. Other Duties Assigned Total Rewards of a Allied Health Professional Work Schedule: Monday- Friday 8:00AM-4:30PM Compressed/Flexible: Not Authorized Recruitment Incentive (Sign-on Bonus): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: This is not a telework position. Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement Qualifications 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. Education or Training: 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 One year above high school; OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Physical Requirements: Must pass a pre-employment physical per VA Directive and Handbook 5019. English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE FOLLOWING GRADE REQUIREMENTS TO QUALIFY FOR THIS POSITION. GS-6 Grade Requirements: In addition to the basic requirements, you must meet the following grade requirements. You must have one year of experience equivalent to the GS-05 level. Specialized experience includes, but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system; interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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 responsibility; verifying 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.). AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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, 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. 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/. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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.