Summary Veterans Integrated Service Network 22 (VISN 22) Desert Pacific Health Care Network is currently recruiting a Few Medical Support Assistant (Advanced) for Community Care Service within the Seven (7) VA Medical Centers throughout our healthcare network. This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until April 16, 2024. Qualified applicants will be considered and referred at regular intervals or as vacancies become available. Previous candidates need not reapply. Responsibilities Please Note: This is an "Open Continuous Announcement" that will be used for filling Medical Support Assistant (Advanced) positions for any of the services located within VISN 22 Desert Pacific Health Care Network until April 16, 2024.Qualified applicants will be considered and referred as vacancies become available and may be referred more than once. Previous candidates need not reapply. The Medical Support Assistant (Advanced) is assigned to one of the Seven (7) VA Medical Centers: New Mexico VA Health Care System (Albuquerque, NM) Northern Arizona VA Health Care System (Prescott, AZ) Phoenix VA VA Health Care System (Phoenix, AZ) Southern Arizona VA Health Care System (Tucson, AZ) Greater Los Angeles Health Care System (Los Angeles, CA) Loma Linda VA Health Care System (Loma Linda, CA) San Diego VA Health Care System (San Diego, CA) The Medical Support Assistant (Advanced) serves as a Consult Coordinator, and Scheduler in the Community Care (CC) Service Line and is the foundational role within an interdisciplinary coordinated care delivery model. The MSA (Advanced) directly responsible to the CC AMSA Supervisor (s) but works very closely with the Lead MSA who also report to the CC Supervisory MSA. The MSA (Advanced) works collaboratively with other members of expanded health care teams (i.e., Patient Aligned Care Team (PACT), specialty care) including Community Care providers, pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. This position serves as the liaison between patients, nursing staff, medical staff, outside agencies, community providers and other VA Health Care Systems in their assigned area and serves customers both internal and external. The MSA (Advanced) works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Clinics, Compensation & Pension (C&P), Community Care) and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients Typical Clerical and Medical Administrative Support duties include but are not limited to: Maintains appointment schedules for Community Care. Communicates with Community Care Providers to ensure Providers accept VA patients and payments. Prepares any required pre-appointment documents. Schedules the appropriate level of care. Documents the schedule in the appropriate consult. Obtains and Scans Medical documentation from Community Providers. Coordinates internal and external care between Customers and Providers. Processes consults following Office of Community Care procedures and guidelines. Updating and Verifying Demographic Information. Managing Consultation Requests and Notifying patient of schedule appointment(s). Other duties as assigned. Work Schedule: Varies, including Weekends, Nights and Holidays. Subject to change based upon the needs of the agency. Telework: May Be Available. Virtual: This is NOT a Virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not Required. Requirements Conditions of Employment You 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. Qualifications BASIC REQUIREMENTS: Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Experience: Six (6) 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 (1) 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. (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 REQUIREMENTS: Creditable 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]. GS-6 Grade Determinations: In addition to the Basic Requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates for Advanced Medical Support Assistant GS-6: a. Experience: One (1) year of experience equivalent to the GS-5 grade level. The specialized experience for this position includes the following, but not limited to: Specialized Experience - In an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care. IMPORTANT: Education CANNOT be substituted for the one year of experience that is required. b. Demonstrated Knowledge, Skills, and Abilities. (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, 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. c. 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 [makes 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.). The Full Performance Level of this Vacancy is GS-6. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant GS-679. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g., carrying light items such as books and papers or lifting stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable. Education IMPORTANT: There is NO EDUCATION SUBSTITUTION at the GS-06 Level. Must have preferred experience equivalent to the GS-05 Grade Level. 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. 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.