Medical Support Assistant
This Medical Support Assistant (MSA) position is in the Clinical Contact Center with the Central Arkansas Veterans Healthcare System (CAVHS) located in North Little Rock, Arkansas. The duties of the Medical Support Assistant may include but are not limited to:
- Provides administrative support across interprofessional clinics and determines the needs of the Veteran/caregiver.
- Works collaboratively with the CCC team in resolution or direction of calls via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- Answers telephones, secure messages, chat messages, greets patients, and relays messages to appropriate staff inside or outside of the VISN Clinical Contact Center.
- Interprets and verifies provider orders in accordance with VHA national scheduling guidelines.
- Schedules, cancels, reschedules patient appointments, and/or consults. Enters no-show information. Monitors appointment requests from multiple electronic sources.
- Gathers and obtains medical information from patients. Processes medical refill requests. Review electronic health records, and obtains medical records.
- Participates in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. Monitors outpatient appointments in areas of responsibility. Verifies and updates demographics when contacted by patients.
Preferred Experience: Proficient with Microsoft Word, Excel, and Access.
Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
Work Schedule: Rotating Shifts, weekends, and Holidays. Schedule will be discussed during the interview, and is subject to change based on the needs of the service.
Recruitment Incentive (Sign-on Bonus): Not Authorized
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).
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)
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 trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process.
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. (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.
Physical Requirements: See VA Directive and Handbook 5019.
English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
Your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level.
GS-03: (a) Experience or Education. None beyond the basic requirements. (b) Assignment. This is an entry level MSA position. It is expected that MSAs at this level receive guidance from more experienced staff members and require frequent and direct supervision. At this level, MSAs apply general rules and policies relating to clinic functions, staff, and automated data processing methods in support of treatment to patients. They utilize a variety of patient data systems in scheduling patients for treatment and annotates patient records. They perform front desk duties, receives telephone call, and visitors to the MSA unit. They make and cancel appointments, review patient records for necessary information, and review patient demographics and insurance verification. They consult with clinic staff when processing physician scheduling and administrative orders.
GS-04: (a) Experience. One year of experience in 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, (b) Education. Two years of education above high school. Transcript must be submitted.
GS-05: (a) Experience. One year of experience equivalent to the GS-04 grade level. OR, (b) Education. Four years of education above high school. Transcript must be submitted.
Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.