Duties

Summary

This position is located in an active Call Center within Medical Administration Service and is a primary point of telephone contact for veterans and the general public concerning outpatient scheduling at a VA Maryland Health Care System facility. The Call Center is located at the VA Maryland Center, Perry Point.

Learn more about this agency

Responsibilities

Duties of the Advanced Medical Assistant in the Call Center for the Medical Administration Service include, but are not limited to:

• Assist with a broad range of customers, e.g., patients, clinicians, general public, fellow employees, to determine the appropriateness for patient scheduling through telephone contact into a complex scheduling program within VISTA. There are approximately 1200 active clinics, all with definitive requirements and the important of scheduling within appropriate timelines and clinician directive is essential.
• Provide basic eligibility to patients and other customers concerning medical benefits to ascertain appropriateness for scheduling purposes.
• Pre-register patients in VISTA for the purpose of updating demographics, eligibility, personal information, such as marital status, NOK, and contact information. This is vital to ensure patients receive correspondence timely. Eligibility accuracy assures the veteran is in the proper Priority Group and may or may not be subject to certain co-pays based upon accurate and current data.
• Utilize the Computer Patient Record System for documenting patient contacts and entering appropriate administrative documentation for physician to review concerning medical or scheduling inquiries.
• Is the main Point of Contact for the VAMHCS concerning a wide range of scheduling issues encompassing approximately 1200 clinics in VISTA, requiring knowledge of the complexities concerning a myriad of scheduling orders which may be different for every clinic. Issues such as: overbooking, special scheduling orders pertinent to individual clinics, follow up appointments versus new patient appointments, waiting list placement, and priority veterans group for scheduling purposes.
• Responds as a resource for patient referral as the Call Center can be a collection point for referrals of an array of inquiries. Advise callers consistently and with expertise as to the appropriate direction of assistance when the Call Center is not the contact needed.
• Provides quality customer service skills through timely, courteous, and accurate responses to callers in a busy and high-profile Call Center. Apply knowledge of the scheduling system to assist the patient in the most expeditious, but appropriate and courteous response.
• Provides patient assistant concerning priority groups for individual eligibility inquiries, such as: means test, co-pay determination, co-pay exemption, and insurance data capture.
• Follows and interprets diverse and complex VA Directives, policies, guidelines and supervisory direction for aiding a broad range of customers concerning scheduling and eligibility in a VA facility.
• Uses good judgment to determine the most appropriate course of action for the customer often in sensitive and urgent situations.
  
  Work Schedule: Monday through Friday, 8:00 am to 4:30 pm
  Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status
No

Promotion Potential
6

Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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.

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 3j.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: GS-6

Specialized Experience: One year of experience equivalent to the GS-5 grade level

Demonstrated Knowledge, Skills, and Abilities (KSAs): 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, psychologist, psychiatrist, 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.

References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard

This position is above the full performance level.

Physical Requirements: The work of this positions is primarily sedentary performed in an office setting.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

Additional information

This job opportunity announcement may be used to fill additional vacancies.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

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.

If you are unable to apply online view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You 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, résumé, 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.

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
Non-sensitive (NS)/Low Risk

Trust determination process
Suitability/Fitness

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Application for Associated Health Occupations VA Form 10-2850c
• Resume
• SF-50/ Notification of Personnel Action

VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search .

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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 Letter
• Application for Associated Health Occupations VA Form 10-2850c
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.