This Advanced Medical Support Assistant (AMSA) position is in the Physical Medicine and Rehab Service of the Central Arkansas Veterans Healthcare System (CAVHS) located in Little Rock, Arkansas. Position is physically located at the Russellville Community Based Outpatient Clinic in Russellville, Arkansas.

Duties

Total Rewards Flyers: Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Duties: The Advanced Medical Support Assistant serves in the Physical Medicine and Rehabilitation Service Specialty Care Team at at the Central Arkansas Veterans Healthcare system in Little Rock, North Little Rock, Arkansas and/or assigned CBOCs. The duties of the Advanced Medical Support Assistant may include but are not limited to: Impacting administrative aspects of patient care. Scheduling and coordinating appointments using advanced clinic access principles. Collecting and updating demographic and insurance information. Managing the Veterans Choice Lists when appropriate. Performing patient processing and customer service. Assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. Identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Acting as a receptionist in the clinic, either face-to-face or telephonically, requiring excellent customer service skills. Responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations of the clinics. Managing consults from multiple sources. Reviewing assigned disciplines and coordinating access and scheduling for these consults in a two-division facility for multiple disciplines for many specialty clinics. Scheduling therapy appointments in various community-based outpatient clinics (CBOC's). Working collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, consult management customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for multiple outpatient and inpatient clinics. Assisting with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Screening receiving phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Managing the check-in kiosks as well as the Automated Call Distribution or Data (ACD) telephone system for clinics for multiple disciplines. Explaining procedures to veterans and their family members both in person and on the phone. Managing of a large consult list covering multiple disciplines, incumbent notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Reviewing active and pending consult lists, RTC Orders list, VEText, VCL, Recall list and Audiocare communications for accuracy and efficiency. Interacting with multiple providers such as physicians, therapists, residents and students within the department and other services. Interpreting and applying a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Work Schedule: Typically 7:30am-4:00pm, Monday - Friday. Will be discussed during interview. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases when setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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 #: 598-00583-F Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

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: Has experience in a similar clinic to Physical Medicine and Rehabilitation working with a multiple disciplines such as Physicians, APNs, DCs, DOs, MDs, PT, OT, KT, and therapists. Knowledge conducting safety and temperature checks, order and documenting issues of prosthetics. Knowledge performing scheduling audits. 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: 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.

Contacts

• Address John L McClellan Memorial Veterans' Hospital 4300 West Seventh Street Little Rock, AR 72205 US
• Name: Joshua Bullock
• Phone: 4792366362
• Email: [email protected]