Summary The employee serves as an Adv. Medical Support Assistant in Community Care Services Section, Health Administration Service. The position is located at the Business Office Support Service (BOSS) of the Rocky Mountain Network (VISN 19), located in Salt Lake City, UT. The MSA performs Community Care Coordination duties related to consult review, scheduling, and coordination. You report to one of the VISN 19 locations - Aurora, Grand Junction, SLC, Ft Harrison, Sheridan, Cheyenne, OKC or Muskogee. Responsibilities The Advanced Medical Support Assistant works collaboratively with staff at the Medical Center, Contract Vendors, Medical Center affiliates, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate Veteran Community Care activities. This coordination involves multi-disciplinary communication and coordination as a member of a cross-functional team. The AMSA must assist with the coordination of records between Medical Center and CITC providers and coordinate the return of outside records to the CPRS/VISTA Imaging System to process results to the VA Provider. The employee maintains effective and effective communication with the patient, the interdisciplinary team, VA Medical Centers, contract providers and community providers. The AMSA supports Patient Safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number. The AMSA coordinates care for Veterans eligible for Community Care which includes processing consults, coordinating care with Community Providers and/or Third Party Administrators and ensuring the Veteran receives the necessary medical appointment timely. The employee coordinates and ensures that medical records are received timely and ensures the Community Care consult is completed and closed when all of the treatment is received. The AMSA coordinates between the VA Medical Staff and the Community Providers and/ or Third Party Administrators to ensure that all necessary treatment is provided. The AMSA will coordinate and is responsible for all administrative duties associated with Community Care Coordination, receives consults via the electronic medical record, coordinates and receives the necessary documentations to facilitate the processing of the consult, ensures the Veteran receives the appropriate Community Care appointment and closes out the consult when completed. The AMSA provides patients correct instructions on test preparation, diets, and procedural requirements for varying procedures and specialty services specific to each community provider's standard of care which affects the efficiency, accuracy, and acceptability of patient care procedures, processes, and services in the community. The AMSA facilitates the interdisciplinary coordinated care model and works in collaboration with the Clinicians to ensure the appropriate medical documentation is received for the Community Care appointment, develops and maintains an effective and efficient communication with the Veteran, VA Clinicians, Private Clinicians, and other agencies. The AMSA is responsible for answering all questions from Veterans, VA Clinicians and Private Clinicians. Communication to resolve payment issues with patients and providers may involve interaction with contacts that are uncooperative, irrational, or mentally/physically unstable. Incumbent must be skillful in approaching individuals or groups in order to achieve desired results. The AMSA serves as a key member of the Health Administration Services performing other duties as assigned by management and participates actively, positively, and helpfully in all issues having impact on the service as a whole. Work Schedule: 7:00 am to 3:30 pm Tour is based on Mountain Standard Time (MST) Virtual: This is NOT a virtual position. Functional Statement #: 53840A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment 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. b. Experience and Education.(1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: In addition to the basic requirements above for employment listed above, Specialized Experience. One-year equivalent to at least next lower grade level (GS-679-05) 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 make adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).Other assignments at this level include, but are not limited to: processes incoming patient secure messaging 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 the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Creditable Experience (1) 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 .(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.References: VA Handbook 5005/117 PART II APPENDIX G45The full performance level of this vacancy is GS-05.The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. 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-679-06. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Education There is no substitution of education for experience at this grade level GS-06. 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 Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.