Medical Support Assistant (Advanced)

Full Job Description

The Medical Support Assistant (Advanced) is in Physical, Medicine and Rehabilitation Service (PMRS).

S/he works at the Central Arkansas Veterans Healthcare System Eugene J, Towbin Healthcare Center, North Little Rock, Arkansas.

Medical Support Assistant (Advanced) provides administrative support to designated patient care areas, with a strong emphasis on customer service and positive communication.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.

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, Education.

High School Diploma with desire for some post high school or equivalent experience. OR, Experience/Education Combination.

Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency.

MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part 11, Chapter 3, Section A, paragraph 3.j.

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 for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Medical Support Assistant (Advanced), GS-6 Experience.

One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS 06.

Preferred Experience: Current experience in a PACT like multidisciplinary setting. History of providing world class customer service in a fast-paced environment.

Has worked in a Physical Medicine and Rehabilitation like clinic with Physicians, APN's, DC's, Dos, MD's, PT, OT, KT, and CBOC therapists. Timekeeping experience preferred.

Collateral RME skills such as safety, temperature checks, ordering and documenting issues with prosthetics. Current scheduler with successful scheduling audits.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position.

May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing.

May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated.

However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. Major Duties:

Total Rewards of a Allied Health Professional The Medical Support Assistant (Advanced) works in the Physical Medicine and Rehabilitation Service (PM&RS) Specialty Care Team at the Central Arkansas Veterans Healthcare system in Little Rock, North Little Rock, Arkansas and/or assigned CBOC.

The PM&RS clinics are Pact-like clinics that include lymphedema, specialty wheelchairs. TBI. SCI, Amputee, CORF, chiropractor. acupuncture, EMG. IPC Pain, OT/PT/KT.

drivers' rehabilitation, CBOC clinics, and are conducted via multiple modalities, including telehealth and in-person care.

Their work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the Veterans Choice Lists when appropriate.

Duties may include but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model (i.e.

PACT).

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.

Assist with clinical 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.

Screens/receives 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.

Responsible for managing the check-in kiosks as well as the Automated Call Distribution or Data (ACD) telephone system for clinics for multiple disciplines.

Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Participates in huddles and team meetings where patient care planning and management occur.

Ability to work in a busy environment, multi-task in various work areas to produce results, ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about the status of their appointments.

Plans and organize work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments.

Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative providers, or difficulty in securing information from clinicians or the record.

Routinely communicates with physicians, therapists, and other allied health professional staff on complex cases using sound interpersonal skills and is constantly aware of the sensitive information.

Referrals and questions to the supervisor are infrequent and only for high technical problems or clarification of policies and situations which do not have a clear precedent, or which require extensive analysis and evaluation.

Work Schedule: Monday-Friday, 8:00 am - 4:30 pm (Subject to change based on the needs of the service) 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 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