Advanced Medical Support Assistant (Dental Clinic)

Summary This vacancy is for an Advanced Medical Support Assistant (AMSA) (Dental Clinic) in the Hampton VA Healthcare System located at the North Battlefield Clinic. Responsibilities Incumbent is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to : scheduling, cancelling, re-scheduling patients appointments and / or consults including imaging studies; entering no show information daily; monitoring the electronic wait list (EWL); preparing for clinic visit by printing out the daily patient appointment list; monitoring both inpatient and outpatient appointments for area's or responsibility; ensuring encounters forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information through insurance card buffer (ICB); performing basic eligibility, printing the (EARR) encounter action required report for the area assigned daily. The incumbent must have a full working knowledge of the VA dental eligibility and patient classification requirements. In cases, the incumbent will contact the Health Eligibility Unit for assistance or verification of the Veteran's eligibility for dental services. The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model. The Advanced MSA coordinates with assigned care team to review the clinic utilization by using various report (clinic utilization statistical summary, encounter action required report (EARR), clinic cancellations, specialty consults report, EWL, recall delinquency report, Secure messages, TEXT, VAR, as well as SAIL / HEDIS metrics that directly impact clinic metrics for patient care. The Advanced MSA ensures that the clinic set up is closely monitored to effectively support the needs to the team and the clinic and make the necessary adjustments. They develop / maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies; (facilitate / process secure messaging with the patient and team; develop and manage a tracking system for follow up care such as consults, RTC's, recalls, EWL, secure messaging. Other assignments at this level include, but are not limited to : Participating in team huddles and team meetings to manage and plan patient care : setting priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic health record; monitoring pre­ appointment requirements to assure patient readiness for patient visit / procedure ( X-ray, lab-work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow-up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether a patient is vested; educating providers about shared patients (those who receive their care at multiple VA's or those who have care in the community through the VA MISSION Act) and bringing it to the attention of the provider. Work Schedule : 7 : 30am-4 : 00pm Monday-Friday Recruitment Incentive (Sign-on Bonus) : Not Authorized Permanent Change of Station (Relocation Assistance) : Not Authorized 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 applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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 : Not Available Virtual : This is not a virtual position. Functional Statement # : 000000 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. Subject to background / security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider : your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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. 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. Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. 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 an interdisciplinary coordinated care delivery model. 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, and [makes adjustments as necessary]. MSAs at this level develop [and / or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc. Other assignments at this level include, but are not limited to : [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre- appointment information and / or requirements to assure readiness for patient visit / procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists 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. For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time]. 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 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, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019.The full performance level of this vacancy is 06. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements : The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances. 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 : 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 : 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration / Operations, Security, and Preparedness (HRA / OSP) at The Fair Chance Act.