Advanced Medical Support Assistant (Telehealth)

The Northern Arizona VA Health Care System is seeking highly energetic candidate to fill an Advanced Medical Support Assistant vacancy with the Connected Care Service Line under the Telehealth Department. Incumbent is the initial key contact for Veterans seeking medical treatment through Telehealth, experiencing medical problems, and requesting information at the clinic.

30 Day Hiring Model: The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty. What Applicants Can Expect: Expedited Candidate Review Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration. Quick Interviews & References HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager. Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer. Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions. After meeting pre-employment requirements, candidates will receive a final job offer and start date. Onboarding tasks may continue after starting, with HR ensuring timely completion for a smooth transition into VA service. If selected, applicants should be prepared to come onboard within 30 days of the announcement closing. Major duties include but are not limited to: Performs all scheduling functions for Connected Care, which may include both local and distant site collaborations. Responsible for answering telephones, greeting patients, relaying messages to appropriate staff inside or outside of the Connected Care Service Line, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines and virtual care requirements. Must have a detailed knowledge of Vista, PCE, CPRS and GUI to monitor clinic data, abstract information for providers, trouble-shoot procedures and must be able to expedite their processing and distribution in all Connected Care areas. Performs a variety of administrative functions associated with patient care and treatment in Telehealth performing a variety of medical services. Recommends changes to existing clinic procedures based on current administrative guidelines. Must have knowledge of clinic procedures and regulations, advanced skill in operating computer systems and applications, such as Vista, CPRS, TMP, VCM, and Microsoft Office. Must have effective oral and written communication skills to present data and interact directly with patients and staff along with the ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. Provides accurate details of organizational information to Veterans regarding the different telehealth services the VA offers. Interpersonal skills are essential for daily contact with patient, visitors, professional and administrative staff. Courtesy, tactfulness, diplomacy, sensitivity and good judgment is required. As first contact for outpatient complaints and employee disputes, incumbent must have superior mediation skills. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Work Schedule: Monday - Friday; 7:30am - 4:00pm Permanent Change of Station (Relocation Assistance): Not Authorized 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) 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. Permanent Change of Station (PCS): Not Authorized

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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification 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.