Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (AMSA) 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. This position will be primarily assigned to the Orthotic, Prosthetic, Pedorthic Clinical Service (OPPCS) located in building 89 on the North Little Rock campus.

Total Rewards of a Allied Health Professional Duties of the Advanced Medical Support Assistant (AMSA) 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) 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. Assists 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. Manages the check-in kiosks as well as the Automated Call Distribution or Data (ACD) telephone system for clinics for multiple disciplines. Manages 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. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Completes daily review of active/pending consult lists, RTC Orders list, VEText, VCL, Recall list and Audiocare communications for accuracy and efficiency. Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interacts with multiple providers such as physicians, therapists, residents and students within the department and other services. Interprets and applies to a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Assumes the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave or vacancies, or as needed. Rotates work duties to provide coverage for OPPCS. Completes personnel reports, rosters, and maintenance of supplies and forms. Generates patient workload reports for validation and monitors activity in clinical areas to ensure consistent and accurate reporting. Intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. Reports backlogs, difficulties in meeting deadlines, uncooperative providers, or difficulty in securing information from clinicians or the record. 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. Interprets and communicates requirements of VHA Scheduling Directive 1230 and complete accurate scheduling responsibilities. Schedules appointments and utilize the CAVHS Standardized Comments and VCL accurately in a timely manner. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm, subject to change based on the needs of the facility. Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. 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) 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

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 (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 evaluation. 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.