The Tucson VA Health Care System is seeking candidates to fill multiple Advanced Medical Support Assistant (AMSA) vacancies throughout the facility and can be reassigned to work in any clinic due to low staffing or operational needs. Ideal candidates resumes will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments.
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
The incumbent works collaboratively with interdisciplinary team members such as pharmacists, social workers, providers, nurses, case managers, etc. while exhibiting expertise in utilizing numerous advanced patient systems in support of multiple clinics. The Advanced Medical Support Assistant (AMSA) duties include maintaining appointment schedules, scheduling special studies or labs and following up on administrative items from the Huddle and/or staffing meetings. The incumbent ensures demographics are updated. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes.
At this level, the AMSA performs a full range of duties to include scheduling appointments along with interpreting provider orders in accordance with VHA national scheduling guidelines. Incumbent will also communicate directly with the patient to obtain required information to determine patient needs. He/she will have knowledge of various software utilized to run reports and queries. The work includes functions such as serving as an initial point of contact for functions including but not limited to scheduling patient appointments, tracking, reviewing and responding to electronic orders, consults, and other elements in the electronic medical record. The incumbent must display a practical knowledge of computerized data entry, information processing systems and software related to patient care. The Advanced MSA plays an essential role in shaping the patients experience and is vital to providing timely access to health care.
Incumbent will recommend changes to existing clinic procedures based on current administrative guidelines. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics.
Other assignments at this level include but are not limited to:
- Prepares written correspondence to notify patients of normal lab results.
- Verifying and updating demographics and insurance information (ICB).
- Encourages the use of new processes.
- Processes incoming secured messaging through MyHealthyVet.
- Utilizes the medical record to enter information and research the needs of the patient as appropriate.
- Manages patient systems to verify and validate accuracy and resolve concerns.
- Provides excellent customer service and assists in providing front line resolution when applicable.
- Manages patient systems to verify and validate accuracy and resolve issues.
- Evaluates patient information and clinic schedules to determine whether the patient requires an immediate appointment.
- Informs team members about shared patients (i.e, those who receive their care at multiple VA centers or those who receive care in the community)
Work Schedule: 8:00am to 4:30pm, Monday - Friday
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: ADVANCED MEDICAL SUPPORT ASSISTANT/PDFS-0000 and PD000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required
Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.
Basic Requirements:
Grade Determinations:
GS-6 Advanced MSA Experience. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level.
Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the KSAs below:
There is no educational requirement/supplement for this grade level.
This job opportunity announcement may be used to fill additional vacancies.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
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.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
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.
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
To apply for this position, you must provide a complete Application Package which includes:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/10/2022 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11418715.
Tucson VA Medical Center
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
In 1946, just months after taking over as Administrator of the Veterans Administration, General Omar Bradley, along with VA’s first medical director, Major General Paul Hawley, M.D. laid the groundwork for today’s Veterans Health Administration by creating the Department of Medicine and Surgery (DM&S). Bradley and Hawley expanded access to care for Veterans during the post-World War II era and instituted a range of changes and initiatives to create what is now known as the ‘third generation’ of Veteran’s health care.
While the Veterans Administration had provided care to some Veterans since the first Soldier’s Home opened after the Civil War in 1866, the post-World War II era saw the need to dramatically re-envision the role of VA in caring for nearly 16 million new Veterans. For the first time, the U.S. military saw more casualties due to combat injuries than diseases and improved battlefield medical care meant more service members returned home with wounds that were not previously survivable.
The lesson learned from the wave of WWI Veterans was likely a significant factor in the minds of Bradley and Hawley in creating an expansive program at the end of WWII. With only one-third the number of Veterans, the ‘Great War’ introduced complexities to care and Veteran benefits that shaped events of 75 years ago. In addition, Bradley and Hawley also had no interest in repeating the mistakes that led to the 1932 bonus marches and other controversies. Within this context, Bradley and Hawley embarked on a radical reorganization of VA health care services, undertaking key initiatives including:
Today’s Veterans Health Administration (VHA) continues to meet Veterans’ changing medical, surgical, and quality of life needs. New programs provide treatment for traumatic brain injuries, post-traumatic stress disorder, suicide prevention, women Veterans, and more. VHA operates one of the largest health care systems in the world and provides training for a majority of America’s medical, nursing, and allied health professionals. Roughly 60% of all medical residents obtain a portion of their training at VA hospitals and our medical research programs benefit society at-large.
Though Bradley and Hawley’s tenures were brief (both departed VA in 1947 to return to the Department of Defense) their vision had a lasting impact on the organization that would later become the Veterans Health Administration (VHA). Many of Hawley’s key initiatives have evolved into the core, foundational care that VHA provides to Veterans today.