Medical Support Assistant

This Medical Support Assistant (MSA) position serves the Clinical Contact Center of the Central Arkansas Veterans Healthcare System (CAVHS) located in North Little Rock, Arkansas.

Duties of the Medical Support Assistant include, but not limited to:

The Medical Support Assistant (MSA) in a VISN Clinical Contact Center (CCC) independently provides administrative support across interprofessional clinics and determines the needs of the Veteran/caregiver.

The primary duties of the Medical Support Assistant may include but are not limited to:

* Refers patients to other medical specialty clinics.

* Provides information to patients necessary to resolve complaints, interactions with both internal and external customers.

* Performs a full range of duties related to the delivery of healthcare services in a VISN CCC.

* Advises clinical staff on current administrative processes.

* Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities including telephone calls, secure messaging, chat, text messaging and video.

* Answers telephones, secure messages and chat messages and greets patients.

* Relays messages to appropriate staff inside or outside of the VISN CCC.

* Schedules, cancels, re-schedules patient appointments and/or consults.

* Interprets and verifies provider orders in accordance with VHA national scheduling guidelines.

* Enters no-show information.

* Monitors appointment requests from multiple electronic sources.

* Gathers and obtains medical information from patients.

* Processes medication refill requests.

* Reviews electronic health records, obtains medical records and faxing.

* 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.

* Provides information and resolution to Veterans' requests within scope.

* Uses administrative judgement to refer clinical concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.

* Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.

* Uses 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.

* 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.

* Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.

* Provides accurate details of organizational information to Veterans regarding the different services the VA offers.

* Provides high-quality customer service to Veterans and their families/caregivers.

* Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.

* Resolves Veteran complaints as appropriate.

Work Schedule:

Schedule based on the needs of the service and will be discussed during the interview process (Rotating shifts/weekends/holidays)

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)

Telework:
Not Available

Virtual:
This is not a virtual position.

Functional Statement #: GS-3, 99711-FS; GS-4, 99710-FS; GS-5, 99709-FS

Permanent Change of Station (PCS):
Not Authorized