Summary The Advanced Medical Support Assistant (AMSA) in the Home Telehealth (HT) Program collaborates with Primary Care Providers using several different types of Telehealth in-home messaging devices, with the objectives of improving communication among the Veteran, the family/significant other, and the Primary Care/Specialty Care Providers, Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf The Home Telehealth (HT) program provides immediate access to services including symptom control, psychological, social, spiritual support, in-home referrals, or inpatient care referrals when indicated. The primary purpose of this position is to provide general administrative support to the Telehealth Service, primarily to VA Video Connect (VVC) Program. The position requires scheduling of Telehealth Synchronous Video appointments, scheduling VA Video Connect appointments, and assisting with patient technology screenings. The incumbent will test calls with patients and assist clinical staff with VA Video Connect (VVC) connections. Major duties include (but not limited to): Manage data and assist with coordination of schedules for patients, providers, and locations. Receive and screen telephone calls and visitors to determine the nature of the business. Refer urgent inquires to professional staff for immediate actions. Disseminate administrative and technical information to the caller. Responds to inquiries from patients, family members and caregivers. Coordinates activities of the service/program with medical support services throughout the organization. Educate patients on the VVC program, complete tech screening notes. Create the appropriate training setting/environment using interactive technology and is knowledgeable of adult learning. Schedules patients for their VVC test call and provider appointment within Primary care. Coordinates information between the Medical Center and Community Outpatient Based Clinics (CBOC) to expedite patient access. Identifies and recommends ways of eliminating, combining, simplifying, or improving procedures and processes of the Telehealth Program. Participates in performance improvement activities. Analyzes own workflow to determine potential problem areas and recommends corrective action to improve coordination. Deals effectively with internal and external customers. Performs clerical work in support of the care and treatment given to patients, either in person or via telephone. Tracks all consults for scheduling timeliness and completion. Manages reporting data regarding active and discharged patients. Receives and responds both orally and in writing to inquiries. Prepares and submits Travel and Training Requests. Organizes minutes from monthly staff meetings for the Telehealth Committee. Maintain the Telehealth Schedule collaborating appointments for patients, meetings, conference calls, and other various scheduled activities. Responsible for the input of required data into the Telehealth database. Accountable for submitting requests for the purchase of any supplies that are required for daily function of Telehealth Program and maintain an inventory of these supplies. Utilize statistical data to compile a monthly workload report for all Telehealth programs staff. Work Schedule: 40 hours per week, Monday-Friday, 8:00am-4:30pm Pay: Competitive salary and regular salary increases 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) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Yes, ADHOC based upon organizational policy. Virtual: This is not a virtual position. Functional Statement #: 000000/Lead Medical Support Assistant Permanent Change of Station (PCS): Not authorized 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 To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 11/14/2024. Medical Support Assistant 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.). Experience and Education: 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 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations: 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 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 for 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. Grade Requirements for the GS-6 Medical Support Assistant: In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. 1. Experience. One year of experience equivalent to the GS-5 grade level. Examples of experience may include: 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. Possess advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Schedule medical appointments in a clinical setting. Work independently in the accomplishment of a wide variety of duties performing patient support work. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Possess skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND 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 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 PHYSICAL DEMANDS The work is mainly sedentary but a great deal of walking to all parts of the Medical Center is required since the incumbent will be working with a variety of clinical and administrative services. The work also requires some bending, standing, and carrying of such things as the different type of Telehealth equipment, peripheral devices, light supplies and mail. WORK ENVIRONMENT The work environment of a Medical Center involves everyday risks and discomforts, but only normal safety precautions are required. The employee normally works in an office setting; however, the incumbent may come in contact with disabled patients who are in need of assistance and sometimes confused. The workplace is adequately heated, lighted, and ventilated. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. The full performance level of this vacancy is GS-7 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 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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.