This position is located in the Primary and Specialty Medicine (PSM) Service Line and is the first administrative point-of-contact for Veterans, family, and other visitors. 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 PSM areas. This position is physically located at the Alexandria Community Based Outpatient Clinic (CBOC) in Minnesota.

Duties

Major duties include (but not limited to): Communication - Provides specialized and expert communication and appropriate information across service lines for seamless function of program and collaboration of care for Veterans. - Expertly develops and maintains effective and efficient communication with the Veterans, outside agencies, all VA staff, and any customers. - Communicates with Veteran and provide information necessary to resolve complaints. - Participates in team meetings to help manage and plan Veteran care as needed. - Participate in and independently follow up on team huddles, sharing information and collaborating with the medical team assuring continuity of care. - 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. - Advanced skills in Composing and editing letters and reports. - Is the 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. - Communicates appropriate information across service lines for seamless functioning of program. Administrative and Operational - Subject matter expert in the department for scheduled and unscheduled visits - Screens calls and determines if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional - Advanced knowledge of scheduling management software following appropriate National and local scheduling policies and directives. - 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 advanced clerical support to the area assigned to, this includes support to any staff member. - 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. - Ability to use various types of office automation equipment and software, computer systems, web-based programs - Updates Veteran's demographic information. - Advanced skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. - Receives and responds to inquiries via Secure Messaging, VAR, VEText, Letters, or phone calls. - Makes calls to coordinate information and actions relating to Veteran care and/or services available. - Advanced knowledge in processing orders accurately, seeking clarification when needed. - Follows all National and local scheduling, Health Care System, and service line policies, procedures, and guidelines. - Coordinates and assists with department services, programs and outreach events. - Monitors pre-appointment requirements (i.e., x-rays, labs, etc.) - Recommends changes to existing clinic procedure based on current administrative guidelines. - Coordinates with teams to review clinic appointment availability utilization to ensure clinic schedules are closely monitored. - An expert in the use of secure messaging to Veterans. - Participate and providing input in problem solving on operational issues or procedures in team meetings. - Problem solve and follow up with patients care by sharing information and collaborating with the team. - Evaluate Veteran information and clinic schedule lists to determine whether Veteran is vested and report what clinical reminders are due. - Has advanced knowledge of the technical health care process as it relates to access to care. - Coordinates administrative functions relating to emergency and non-emergency transfers. - Makes calls each day to coordinate information and actions relating to Veteran care and services. - All other duties as assigned. Health Care Processes - Follows established scheduling rules and policies - Reviews and understands all Health Care system Memorandums and HCSM's, seeking clarification when needed. - Participates and provides input in problem solving on operational or procedural issues. Work Schedule: Monday-Friday, 40 hours per week, 8:00 am - 4:30 pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000/Advanced 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 09/06/2023. 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-5 Grade Experience: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 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. AND GS-6 Grade: Experience: One year experience equivalent to the GS-5 grade level AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below (KSAs): Abilityto 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. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 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. 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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-6 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. You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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]