Medical Support Assistant

Medical Support Assistant at Veterans Affairs, Veterans Health Administration in North Little Rock, Arkansas, United States Job Description Summary 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. Responsibilities The Medical Support Assistant works at the Eugene J. Towbin Healthcare Center in the Clinical Contact Center (CCC) 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.

Work Schedule:

24/7 operations to include weekends and holidays. Schedule will be discussed during the interview, and is subject to change based on the needs of the service. Relocation 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)

Telework:

Not Available Virtual:

This is not a virtual position. Functional Statement #: 598-00400-F; 598-00399-F; 598-00398-F 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 (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. Qualifications Basic Requirements United States Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience and Education. (1) Experience. No experience required (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification. None required. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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).

Grade Determinations:

In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit. GS-03: (a) Experience or Education. None beyond the basic requirements. (b) Assignment. Employees at this grade level serve in a MSA entry-level developmental position. This is an entry level MSA position. It is expected that MSAs at this level will 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 annotate patient records. They perform front desk duties, receive 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 creditable experience equivalent to the next lower grade. OR, (b) Education. One year of education above high school. Transcript must be submitted. © Assignment. This is a developmental level MSA position. It is expected that MSAs at this level receive minor and less frequent guidance from higher experienced staff members for more difficult tasks. Assignments at this level include, but are not limited to: scheduling and rescheduling patients for treatment; interviewing patients for appointments; referring patients to other medical specialty clinics; providing information to patients necessary to resolve VA Handbook complaints; interacting with both internal and external customers; reviewing and documenting medical outpatient and inpatient electronic health records, as well as administrative records; verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with scheduling guidelines. MSAs at this level refer all questions regarding medical attention to the appropriate health care team member. (d) Demonstrated Knowledge, Skills, and Abilities. To view full details and how to apply, or