Summary This is a 100% Telework position This Vacancy Announcement is ONLY open to Current permanent employees assigned to the Cheyenne VA Medical Center. The Advanced Medical Support Assistant (AMSA) works collaboratively with staff at the Medical Center, Community Healthcare Providers, and any Third Party Administrator(s) to coordinate timely veteran centric care. This coordination involves multi-disciplinary communication and coordination as a member of a cross functional team. Responsibilities Adhering to the scheduling policies and procedures. Conducting special audits, studies, or surveys to development procedures. Ensure appointments are made from a provider's order. Coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Patient check-in process (in its entirety), including the printing of documentation needed for appointment. Explaining the VHA mandate to collect insurance information to Veterans and their families. Collecting, scanning, and updating health insurance information to aid in the revenue collection process. Completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process. Utilizing reports to assist in care delivery process. Resolving difficult problems and diffuses potential dissatisfaction with VA services. Responsible for VHIC Card process, Benefit Travel requests assistance, understanding Heritage Medication Program, postage meters, UPS labels, and any other miscellaneous processes. Work Schedule: Monday through Friday; 7:00 to 3:30, 8:30 to 5:00 or as agreed upon with the possibility of extended hours and weekends. Telework: 100% Telework Virtual: This is not a virtual position. Functional Statement #: 50545-A Relocation/Recruitment Incentives: 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 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. 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. 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: Experience. One year of experience equivalent to the GS-5 grade level. Specialized experience includes: Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports; Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients; Ability to schedule medical appointments in a clinical setting; Ability to work independently in the accomplishment of a wide variety of duties performing patient support work; Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers; and 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: 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. References: VA Handbook 5005, Appendix G45The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6 to GS-6. Physical Requirements: The work is mostly sedentary and requires incumbent to utilize a personal computer resulting in a large amount of keyboarding/data entry. Faxing clinical documentation to the outside providers/vendors at their request during the scheduling/approving process for Fee Basis care. Additionally, lifting and carrying items such as medical records, paperwork, and folders and will be required to do tasks that require some fine manipulation skills/abilities. May be required to work many hours at a computer terminal. Work Conditions: The employee may rotate to various locations to perform assigned duties in an office, nursing station, or clinic setting in close proximity to clinicians and patients. The work area may be small and congested with patients and staff. the work is in a fast paced, busy environment with multiple interruptions. The work area is adequately lighted, heated, and ventilated. Special ergonomic precautions must be taken with sitting and typing. Work involves minimal risks and observance of typical of safety precautions typical of a clinic and office environment. Since work requires a high level of interaction with patients in close proximity to clinic care areas, employees may be exposed to communicable diseases. Employees are required to be tested for TB annually and are offered annual vaccinations to prevent influenza. Additionally, the employee is a times confronted by angry patients or family members, so special violence prevention in the workplace safety precautions are necessary. 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 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.