Summary This Medical Support Assistant (MSA) position is in the Patient Care Services CAVHS/VISN Clinical Contact Center (CCC) of the Central Arkansas Veterans Healthcare System (CAVHS) located in Little Rock, Arkansas. Position(s) are physically located at the Eugene J. Towbin Healthcare Center in North Little Rock, Arkansas. Responsibilities The Medical Support Assistant (MSA) in a CAVHS/ VISN Clinical Contact Center (CCC) with minor and infrequent guidance from more experienced staff, provides administrative support across interprofessional clinics and determines the needs of the Veteran/caregiver. The duties of the Medical Support Assistant may include but are not limited to: Referring patients to other medical specialty clinics. Providing information to patients necessary to resolve complaints. Interacting with both internal and external customers. Reviewing and documenting clinical and administrative electronic health records (EHR). Obtaining medical information from patients. Coordination information and actions related to patient care and services. Referring all questions regarding medical attention to the appropriate health care team member. Providing telecommunication direct support service for Central Arkansas Veterans Healthcare System (CAVHS) as well as VISN 16 Product Line Office suite, Delegated Examining Unit (DEU) and tenants residing on the North Little Rock campus which include the Veteran Benefit Administration (VBA) Regional Office, Regional Council Office suite, and the National Law Enforcement Training Center (LETC). Performing customer service guest relations communications support. Receiving, greets and directs callers over the telephone with precise clear instructions. Providing information about the organization, its functions, activities, and personnel. Providing general telephone and visitor referral services within both medical center campuses. Directing Veterans, visitors and refer callers to appropriate staff member based on specific request or by determining the nature of the call. Monitoring emergency situations and respond by initiating proper emergency notifications. Responding appropriately per hospital and department polices related to Fire, Safety and Disaster. Maintaining records of threating or emergency related calls and initiates proper follow-up as requested. Maintaining strict security of information contained in any computerized system in accordance with the Privacy Act, HIPPA, and other applicable laws. Assisting in training other personnel in the proper use, operation, and care of telecommunications equipment. Advising clinical staff on current administrative processes. Working collaboratively with 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. Answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the CAVHS/VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information in accordance with VHA national scheduling guidelines. Monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Participating in huddles with other MSAs and/or CAVHS/VISN CCC staff to determine the daily needs of the CCC. Monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Providing information and resolution to Veterans' requests within scope. Utilizes administrative judgement to refer clinical concerns to clinicians within the CAVHS/VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screening incoming contacts and independently routes the contacts to the appropriate area for resolution. Utilizes 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. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operating within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Providing accurate details of organizational information to Veterans regarding the different services the VA offers. 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 #: 598-00154-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: 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-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. (c) Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e. TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). (d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to schedule medical appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. Preferred Experience: Excellent computer Skills Resume must include hours per week for work experience credit. 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-05. Physical Requirements: May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. 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.