Advanced Medical Support Assistant (Telehealth)

Summary

The Northern Arizona VA Health Care System is seeking highly energetic candidate to fill an Advanced Medical Support Assistant vacancy with the Connected Care Service Line under the Telehealth Department. Incumbent is the initial key contact for Veterans seeking medical treatment through Telehealth, experiencing medical problems, and requesting information at the clinic.

Duties

• 30 Day Hiring Model The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty. What Applicants Can Expect: Expedited Candidate Review Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration. Quick Interviews & References HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager. Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer. Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions. After meeting pre-employment requirements, candidates will receive a final job offer and start date. Onboarding tasks may continue after starting, with HR ensuring timely completion for a smooth transition into VA service. If selected, applicants should be prepared to come onboard within 30 days of the announcement closing. Major duties include but are not limited to: Performs all scheduling functions for Connected Care, which may include both local and distant site collaborations. Responsible for answering telephones, greeting patients, relaying messages to appropriate staff inside or outside of the Connected Care Service Line, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines and virtual care requirements. Must have a detailed knowledge of Vista, PCE, CPRS and GUI to monitor clinic data, abstract information for providers, trouble-shoot procedures and must be able to expedite their processing and distribution in all Connected Care areas. Performs a variety of administrative functions associated with patient care and treatment in Telehealth performing a variety of medical services. Recommends changes to existing clinic procedures based on current administrative guidelines. Must have knowledge of clinic procedures and regulations, advanced skill in operating computer systems and applications, such as Vista, CPRS, TMP, VCM, and Microsoft Office. Must have effective oral and written communication skills to present data and interact directly with patients and staff along with the ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. Provides accurate details of organizational information to Veterans regarding the different telehealth services the VA offers. Interpersonal skills are essential for daily contact with patient, visitors, professional and administrative staff. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Work Schedule: Monday - Friday; 7:30 a.m. - 4:00 p.m. Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applican…

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: 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 and Education: 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 Education. One 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 Determinations: GS-06 Experience: One year of experience equivalent to the next lower grade level (GS-5). The experience includes the following but not limited to: Interacting with both internal and external customers; Establishing and maintaining medical outpatient and inpatient charts as well as administrative records; Verifying and updating demographics and insurance information; Obtaining medical information from patients; Coordinating information and actions related to patient care and services; and Scheduling appointments in accordance with VHA national scheduling guidelines. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the KSAs below: 1. 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. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3. 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. 4. 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. 5. 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. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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…

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/.