Medical Support Assistant (Advanced)

Medical Support Assistant (Advanced)

Department: Department of Veterans Affairs

Location(s): Little Rock, Arkansas

Salary Range: $44959 - $58445 Per Year

Job Summary: This Medical Support Assistant (Advanced) position is in the V16 Clinical Resource Hub (CRH). A CRH is a repository of clinical and administrative staff that serve all VA facilities within a VISN. Staff provide interprofessional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care.

Major Duties:

• Total Rewards of a Allied Health Professional Duties of the VISN CRH Medical Support Assistant (Advanced) include, but are not limited to: Processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH primary care, mental health and specialty clinics. Answers a multitude of telephone calls and records messages pertaining to such things as detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Provides front-line assistance to customers with questions or concerns. Develops and refines scheduling processes and training for the CRH Hub. Trains spoke site clerical staff in CRH scheduling practices. Serves as a subject matter expert regarding CRH scheduling set up and practices. Arranges and schedules appointments for patients with a variety of telehealth clinics, services and consultants, coordinates appointments for timeliness to avoid conflicts in provider and patient telehealth clinics and to meet the schedule of the clinic or service to which referred. Manages the daily appointment list which requires scheduling, cancelling, or no- showing appointments. Reviews spoke site schedules several times daily and updates the Hub site schedule to ensure provider and patient schedules at both sites match. Monitors the clinic consultations in accordance with the VHA National Scheduling Directive guidelines. Monitors the Electronic Wait List (EWL) which requires entry, deletion and scrubbing the lists daily. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Complies with the Employee Education requirements by completing mandatory annual assignments through the TMS program and comply with any additional training or education requirements as determined by the supervisor. Provides orientation for new medical staff and all medical/nursing students to such things as the location of the patient files, as well as formatting of CPRS, VISTA, and Visual Aid. Orients staff relative to administrative rules, regulations, procedures and policies in the capacity of a Medical Support Assistant and the CRH program. Trains others in a variety of clerical duties in telehealth. Retrieves and inputs pertinent data into VISTA and CPRS programs, maneuvers and retrieves medical documentation from the VISTA Capture/Display Program and is knowledgeable with Remote Data and is able when needed to retrieve appropriate data requested. Inputs and extracts data of a highly technical nature, ensuring productivity is maintained at the established level; is able to effectively perform AMSA duties in the event of computer downtime according to established emergencies by handling phone calls, directing traffic, and functioning in whatever capacity is needed during the emergency. Work Schedule: Monday - Friday, 7:30 am - 4:00 pm or 8:00 am - 4:30 pm, subject to change based on the needs of the facility. 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: Available (ad-hoc only) Virtual: This is not a virtual position. Functional Statement #: 598-00159-F Permanent Change of Station (PCS): Not Authorized

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. English Language: Medical Support Assistants must be proficient in spoken and written English 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. 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: Experience. One year of experience equivalent to the GS-05 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. 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. iv. 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. v. 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. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Preferred Experience: MSA (Advance) experience 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. 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.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/05/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12828659. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2025-11-05