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Advanced Medical Support Assistant (call Center)

Company: Department of Veterans Affairs
Location: Tuskegee
Posted on: May 3, 2021

Job Description:

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Duties

Summary

The Central Alabama Veterans Health Care System (CAVHCS) is recruiting for the position of Advanced Medical Support Assistant (AMSA) within the Health Administration Service Call Center.

Learn more about this agency

Responsibilities

This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until July 08, 2021. The initial cut-off date for referral of eligible applications will be January 29th, 2021, with subsequent cut-off dates every two weeks following. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as-needed basis until positions are filled.

Assignments at this level include, but are not limited to:

  • You will be responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. You will be responsible for interviewing patients for appointments; referring patients to other medical specialty clinics; rescheduling appointments if necessary; and, providing information to patients necessary to resolve complaints. You will interact with both internal and external customers; review and document medical outpatient and inpatient electronic health records, as well as administrative records; and coordinate information and actions related to patient care and services. You will be responsible for complying with Call Center Metrics. Calls are to be answered in less than 30 seconds and abandonment rate of calls are expected to be less than 5%. You will also be expected to complete all calls with warm transfers to appropriated recipients.
  • Other duties as assigned.

Note: Incumbent will be required to attend a 15 day scheduling course and continued employment will be contingent upon passing scheduling exam.

Work Schedule: Mon-Friday 7:30AM to 4:00PM Position may require occasional work beyond this schedule

Compressed/Flexible: Not Available

Telework: Available for highly qualified candidates

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

This is an open continuous announcement and we will accept applications for this occupation on an ongoing basis; qualified applicants will be considered as vacancies become available. Applicants will be referred to selecting official on a continual basis until all vacancies are filled OR until the closing date of this announcement. Applicants need not re-apply once the application is referred to the selecting official.

Travel Required

Not required

Supervisory status

No

Promotion Potential

None

  • Job family (Series)

0679 Medical Support Assistance

  • Requirements

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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
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process

Qualifications

BASIC REQUIREMENTS:

a. 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.).

b. 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.

c. Certification. None required.

d. 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:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) 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.

e. 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.

f. Physical Requirements. See VA Directive and Handbook 5019.

g. 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.

GS-06 Advanced Medical Support Assistant: This GS-6 Advanced Medical Support Assistant position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation.

EXPERIENCE:One year of experience equivalent to the GS-5 grade level that equips the candidate with the following:

  • 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.
  • 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

Candidates must be able to demonstrate all of the knowledge, skills and abilities 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 organizes 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.

References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

This position is at the full performance level GS-6.

Physical Requirements: The work is primarily sedentary. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, etc. Light carrying (15-44 pounds); pushing (4 hours); reaching above shoulder; use of fingers; walking (1-4 hours); standing (1-4 hours); repeating bending; near vision correctable at 13" to 16" to Jaeger 1 to 4; far vision correctable in one eye to 20/20 and to 20/40 in the other; hearing (aid permitted); mental and emotional stability required.

Education

Education cannot be substituted for experience.

Keywords: Department of Veterans Affairs, Montgomery , Advanced Medical Support Assistant (call Center), Other , Tuskegee, Alabama

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