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Summary The Advanced MSA will work within Medical Administration Service (MAS) collaboratively in an interdisciplinary coordinated care delivery model. The AMSA works with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic. The AMSA develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Responsibilities This position is located within the Medical Administration (MAS) of the Miami VA Healthcare System (MVAHS) and Community Based Outpatient Clinics (CBOC) to include; Miami-Dade, Broward County, and Key West. The Advanced Medial Support Assistant continuously embraces and supports the mission, vision, and values of the VA Healthcare System. Coordinates and maintains overall patient flow. Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner. Receives patients and visitors in person or telephonically. Analyzes situations to determine what decisions can be made or if advise of higher authority is needed. Initiates, completes, and verifies patient eligibility for benefits. Updates and verify insurance. Updates and verifies demographic information. Provides information regarding clinic and hospital policies, procedures, and locations to patients, family members, and staff. Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients. Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities. Coordinates and schedules patient appointments, consultations and referrals with other clinics, specialties, and inter-facility as appropriate. Consult Management. Serves as coordinator for questions including interpretation of policy. Maintains patient's confidential records, copies, and file documentation. Scans and enters information into VISTA, CPRS. Work Schedule: Tour of duty 8am-4:30,12 hours shifts rotating weekends and holidays. Virtual: This is not a virtual position. Functional Statement #: 30007F Recruitment Incentives: Recruitment Incentive available for those highly qualified newly appointed applicants. 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. 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. Education and/or Experience Combination: (1) Experience. Six months experience of clerical, office or other 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. English Language Proficiency: In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position. II. GRADE QUALIFICATIONS: A. SPECIALIZED EXPERIENCE: One (1) year specialized experience equivalent to at least the GS-5 Medical Support Assistant level in Federal Service is required. Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities associated with active professional laboratory practice. Examples of specialized experience are: Assisting with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs; updating demographic information, scheduling appointments, collection insurance information, data entry, administratively managing consultation requests, and electronic wait list, and notifying the patient of his/her appointment; developing and maintaining specific reports used by the patient care team to monitor, track and trend care delivery as well as participating and leading quality improvement efforts focused on cost, access, quality and customer satisfaction; etc... Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. 2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. 3. Advanced knowledge of the technical health care process as it relates to access to care. 4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. 5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. B. QUALITY RANKING FACTOR: Preferred experience: It is highly desirable that candidates for these positions meet the following criteria: CUSTOMER SERVICE: Interaction with patients/customers in a Medical/Clinical setting either by face to face or over the phone Experience dealing with a diverse group of individuals when providing pertinent/general medical/clinical information 3 -plus years of customer service style training Your Resume must detail your experience as mentioned above to be considered attainment of such highly desirable experience. QUALIFICATION STANDARDS: VA Handbook 5005, Part II, Appendix G45, dated June 7, 2012. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm. 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). Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is mostly sedentary in nature, requires non-routine walking, bending, and lifting of objects of 15-25 lbs. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. The full performance level of this vacancy is GS 6. Education THERE IS NO SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE AT THE GS-06 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. 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.