This position is located in the Primary and Specialty Medicine Service Line at the St. Cloud VA Health Care System and is the first administrative point-of contact for Veterans, family, and other visitors contacting the St. Cloud VA. This position will provide developmental administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of scheduling in all Primary and Specialty Medicine areas.

Duties

Although not required, preferred experience, concentration, or a candidate's area of interest: Customer Service Medical Terminology Clerical Duties Major duties include (but not limited to): Interpersonal Communication Interacts with customers (Veterans, family members, visitors, co-workers) in a courteous, tactful, and helpful manner. Maintains Veteran rights, confidentiality, and individuality. Provides direct customer and Veteran service that is prompt, friendly, and cooperative. Resolves issues at the lowest level and in a timely manner. Sets limits/boundaries within the MSA/Veteran relationship which care clearly defined. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Basic knowledge of medical terminology to ensure that Veterans and other callers are directed to the most appropriate place of assistance. Communication: Communicates appropriate information across service lines for seamless function of program and collaboration of care for Veterans. Develops and maintains effective and efficient communication with the Veteran and the interdisciplinary team, as well as outside agencies. Participates in team meetings to help manage and plan Veteran care as needed. Participates with expanding face to face and non-face to face care in PACT by using Veteran Health Coaching skills and enhancing Veteran self-management. Compose and edit letters and report. Access reports for clinic utilization. Main point of contact for all secure messages sent to their team; will either fulfill the request or forward to the appropriate staff for follow up and completion. Administrative and Operational Serves as an agent in the department for scheduled and unscheduled visits. Screens calls and determines if the call requires attention from a clinical staff member. Inputs Veterans identifiers into the scheduling management software. Maintains and secures medical records as appropriate and in accordance with Health Insurance Probability and Accountability act of 1996 (HIPAA). Enters appropriate information into the Veterans electronic medical record. Assures appropriate forms and documents are presented, sent out, or completed by the Veterans. Facilitates Release of Information for records and documents being received from outside facilities Provides clerical support within the department to the area assigned to. Prepares agendas and minutes. Records, and publishes meeting agendas and minutes. Obtains and monitors the use of services, supplies, and equipment for their offices area. Receives and responds to inquiries via organizational systems, letters, or phone calls. Process orders accurately, seeking clarification when needed. Coordinates and assists with department services, programs, and outreach events. Monitors pre-appointment requirements (i.e., x-rays, labs, etc.). Basic knowledge of the technical health care process as it relates to access to care. Makes calls each day to coordinate information and actions relating to Veteran care and services. All other duties as assigned. Work Schedule: Part-time, Monday through Friday. 8:00 am to 12:00 pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000/ Medical Support Assistant Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 08/04/2023. Medical Support Assistant Basic Requirements: Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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: One year above high school. OR 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Determinations: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. GS-3 Grade Experience or Education: None beyond the basic requirements. AND Demonstrated Knowledge, Skills, and Abilities (KSAs). 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-4 Grade 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 Education: Two years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities (KSAs). 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-5 Grade Experience: One year of experience equivalent to the GS-4 grade level; OR, Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities (KSAs): 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. References: VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 The full performance level of this vacancy is GS-5 Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Michelle Smull
• Phone: 785-350-1951
• Email: [email protected]