Medical Support Assistant - Clinical Contact Center (telephone Operator)

Medical Support Assistant

This Medical Support Assistant (MSA) position is in the Clinical Contact Center of the Central Arkansas Veterans Healthcare System (CAVHS) located in North Little Rock, Arkansas. 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: 24/7 operations that offers a variety of shifts. Staff are required to rotate weekends and holidays. Tour of Duty will be set based on the needs of the service and will be discussed during interview.

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. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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. 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.

GS-03: (a) Experience or Education. None beyond the basic requirements. (b) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
• Ability to utilize computer systems to enter administrative data in patient systems.
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-04: (a) Experience. One year of experience in 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, (b) Education. Two years of education above high school. Transcript must be submitted. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
• Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web-based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
• Knowledge of basic medical terminology to assist in the provision of care to patients.
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

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) 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: Superior computer skills Proficient with Microsoft Word, Excel, and Access

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-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05.

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.

Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools