Summary This Advanced Medical Support Assistant (AMSA) position is in the Patient Care Services - Clinical Contact Center with the Central Arkansas Veterans Healthcare System (CAVHS) located in Little Rock, Arkansas. Position is physically located at the Eugene J. Towbin Healthcare Center in North Little Rock, Arkansas. Responsibilities The Advanced Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Serves the Central Arkansas Veterans Healthcare System's Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The Duties of the Advanced Medical Support Assistant may include but are not limited to: Providing support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. Routing clinical questions to appropriate clinical staff. Achieving first-contact resolution through Veteran-centered delivery of care. Providing information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. Providing specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Utilizing 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. Working collaboratively with CAVHSNISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Answering telephones, secure messages and chat messages. Greeting patients and relaying messages to appropriate staff inside or outside of the CAVHSNISN CCC. Scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Recommending changes to existing clinic procedures based on current administrative guidelines. Utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model. Developing and/or maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities. Scheduling, canceling, re-scheduling patient appointments and/or consults. Entering no-show information. Monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Reviewing electronic health record and obtaining medical records. Participating in huddles with other MSAs and/or CAVHSNISN CCC staff to determine the daily needs of the VISN CCC, Monitoring outpatient appointments in areas of responsibility. Verifying and updating demographics when contacted by patients. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informing interprofessional team members about shared patients. Screening incoming contacts and independently routes the contacts to the appropriate area for resolution. Operating within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Resolving Veteran complaints as appropriate. Communicating with non-VA medical facilities. Providing information and resolutions to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the CAVHSNISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Utilizing advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational, and prioritized to maintain Veteran flow and clinic readiness. Utilizing various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Providing accurate details of organizational information to Veterans regarding the different services the VA offers. Providing high-quality customer service to Veterans and their families/caregivers. Work Schedule: Schedule may vary with rotating shifts, weekends, and Holidays. Will be discussed during interviews. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 598-00273-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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 probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. 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 Certification. None required.? 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. Grade Determinations. To qualify for the GS-06 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Medical Support Assistant (Advanced), GS-06 (a) Experience. One year of experience equivalent to the GS-05 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes: Entering, modifying, retrieving sensitive information into or from electronic health records, scheduling systems, and/or reports; Scheduling medical appointments in a clinical setting; Performing patient support work; Providing customer service and identifying patient concerns to ensure satisfactory resolution; Advanced level of medical terminology. (b) 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.). (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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 independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 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. Preferred Experience: Excellent computer skills Microsoft Suite knowledge References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-06. Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The Medical Support Assistant must be mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. 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. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.