Clarification from the agency

This job is open to current permanent employees of the facility/CBOCs where this vacancy is located Central Arkansas Veteran Healthcare System. NOTE: The 2-page Resume requirement does not apply to this position.

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The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information; and interaction with patients and families to facilitate imaging services. The incumbent will interface with personal computer (PC) applications as well as numerous Vista and CPRS applications. Work requires practical knowledge of medical terminology and organizational procedures common to each modality Analytical ability, judgment, discretion, and dedication to customer service are required daily to carry out the functions of this position.

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist 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. The Advanced MSA may be required to serve in more than one Imaging Clinic areas. This position provides medical administrative support to one or more modalities and is an integral member of the Imaging Service team to effectively carry out day-to day operations of the service. The incumbent(s) is responsible for accurate appointment management focused on the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing radiology orders and the, and notifying the patient of his/her scheduled appointment. The incumbent orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. The incumbent provides administrative support to, Radiologists, Providers, Radiologic Technologists, and Physicians, as well as other administrative and professional staff throughout Imaging Service.

The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. He/she must always abide by federal privacy and confidentiality regulations and exhibit ethical conduct. Employee must complete and adhere to necessary annual VHA training requirements. He/she has a key role in the VHA Network Performance Measures for Revenue, Customer Service, Access to Care, and overall quality of healthcare delivery.

The incumbent must understand how to identify a Joint Commission surveyor and be able to articulate answers to questions they may be asked.

He/she supports patient safety standards using the correct Veterans Affairs identification of all patients using two identifiers, full name or full Social Security Number and date of birth. The patient may also present the Veterans Health Identification Card (VHIC) for identification.

Incumbents must screen/receive 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.

Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA levels as follows:
a) Schedules appointments in a timely manner with a minimum of 25 appointments per 8-hour day. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
b) Notifies his/her Team/Supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
c) Conducts daily review of active/pending/hold status of orders.

The Advanced MSA can 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. Manages emergency and urgent requests according to established guidelines and consults supervisor or radiologist for direction.

Work Schedule: 8:00am - 4:30pm, Monday - Friday, based on the needs of the facility.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 598-00479-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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 examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

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.
  • (1) Experience. No experience required
  • (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Certification. None required.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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: 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.
(b) Assignment. The Advanced MSA performs difficult and responsible 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:
1. 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.
2. 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.
3. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
4. 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.
5. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
6. 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.

Preferred Experience:

• Prior experience in healthcare scheduling (hospital or clinic).
• Qualified to perform duties as an Advanced MSA and possess experience which has qualified the individual to perform general duties and specialized functions and procedures without supervision.
• Able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training other MSA's.
• Ability to implement a high level of customer service.

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. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-06.

Physical Requirements: 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 you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.