Summary The Advanced Medical Support Assistant (Advanced MSA) is responsible for a range of clerical and administrative duties that demonstrate the full-performance level of the AMSA in support of the hoptel lodging unit at the SFVAHCS campus. AMSA's perform a variety of support duties that facilitate the work of the medical facility who provide patient care by working to lodge patients in the hoptel who are undergoing a variety of episodes of care. Responsibilities The Advanced MSA serves as a multi-skilled person dedicated to patient care management by promoting patient flow and administrative efficiency in both inpatient and outpatient settings. The Advanced MSA will essentially be the "case coordinator," working with a multidisciplinary team to ensure any patient issue(s) are identified and resolved. The Advanced MSA coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure clinic setup is closely monitored to effectively support the needs of the clinic, and make necessary adjustments. The Advanced MSA is largely responsible for coordinating and scheduling all appointments per VA directives to include transportation and hoptel arrangements. They develop/maintain effective and efficient communication with the patients, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communication during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patients and team; manage a tracking system for follow up care). The Advanced MSA receives and manages multi-line phones calls and connects with the appropriate staff. Other assignments at this level include but are not limited to: participating in team huddles and team meetings to manage and plan patient care; Scheduling, cancelling, re-scheduling patient's lodging accommodations via Hoptel consults. Responsible for maintaining general cleanliness of all shared spaces in BLD 9, 22, and 10 Complete confirmation calls to patients to ensure patients still need lodging accommodations. This may include: sending / calling patients with notifications, instructions, and reminders of dates of stay, checking in patients arriving for their appointments, and checking out patients who have completed their episode of care. Verifying and updating demographic information, including basic eligibility, and insurance capture. Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts. Checking and responding to voicemail. Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes. Responsible for linen cleaning, washing, drying, and folding as needed Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the patient of a need for a Hoptel Lodger Consult and directs patient to meet with the appropriate care team. Collaborates effectively with the other clinical and administrative staff to ensure seamless care and lodging accommodations. Responsible for acknowledging, responding and/or completing routed view alerts with-in 48 business hours. As required, types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel. Maintains up to date status on mandatory TMS training to include but not limited to: VA Scheduling Requirement. Understanding of beneficiary travel, and enrollment and means testing status. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee Reconciles wait list as cancelations, and no shows become available. Other duties as assigned by Supervisor. The Advanced MSA plans and organizes work with general assistance from the Lead MSA and/or Supervisory MSA as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent reports status of projects and tasks to the supervisor in a timely manner; is responsible for reporting backlogs, difficulties, and barriers in meeting deadlines. The incumbent is responsible for maintaining the confidentiality of information per Privacy Act, Health Insurance Portability and Accountability Act (HIPPA) and the Freedom of Information Act (FOIA). Performance is judged in terms of overall effectiveness of the operation through performance standards, the adequacy and accuracy of the work, timeliness, and follow established procedures, policies and instructions. Work Schedule: Sunday - Thursday 1400 - 2230; Sunday - Thursday 0600 - 1430; Sunday - Thursday 0000 - 0600; Varies Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not available Permanent Change of Station (PCS): Not available PCS Appraised Value Offer (AVO): Not required 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 probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. 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). 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 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. English Language Proficiency: Advanced Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Creditable Experience 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. 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time . 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. 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). Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). Preferred Experience: Experience gained while working in a medical office, hospital, inpatient/outpatient clinic, Ancillary Service, Call Center, Care of Community Care, Consult Scheduling, Direct Scheduling, Interdisciplinary Coordinated Care Delivery Models, PACT TEAMLETS, Patient Systems, Radiology/Imaging/Nuclear Medicine, Specialty Clinics, Veterans Appointment Request, VistA Scheduling Graphical User Interface (VS GUI), Ward. Applying administrative judgment, the use of wide range of clinical flow processes relating to access to care across multiple clinical, specialties. Recommends changes to existing clinic procedures based on current guidelines. You will be rated on the following Knowledge, Skills, and Abilities based on your application for this position: Please make sure that each is addressed in detail in the body of your resume. 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 healthcare process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient healthcare 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. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standards. Can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: This is primarily a sedentary position. See VA Directive and Handbook 5019 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: 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.