The Medical Support Assistant (MSA) is in the VISN 23 Tele ICU with the Minneapolis VA Medical Center and functions under the guidance of the Operations/Nurse manager. Tele ICU provides remote monitoring, consultation, and co-management of patients with critical illness in Intensive Care Units. Services are provided 24 hours per day and 7 days per week. Currently, the VISN 23 Tele ICU monitors all critical care beds within VISN 23, VISN 15 and has expanded to include DOD sites.

Duties

The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Major duties include but are not limited to: Working collaboratively in an interdisciplinary care delivery model, utilizing effective organizing, problem solving and decision making abilities to perform receptionist, customer service, and administrative duties to ensure the proper and timely treatment of patients Responsible for receptionist duties, customer service, some administrative duties and other duties assigned for proper timely treatment of patients. Manual and electronic data entry Reviewing and updating patient demographics and insurance verification Providing administrative support to clinical colleagues Receiving and directing phone calls in a courteous and timely manner Determining nature of requests and providing the information desired without violating privacy rules and established clinic processes Requesting medical records from community healthcare facilities Scheduling consultation appointments, special procedures, testing labs, radiology etc. to coordinate care Contacting patients with appointment reminders Coordinating with patients to avoid unnecessary multiple trips to the facility Independently manage responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of work to meet the team and patient needs. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status. Work Schedule: Night shift - 10:30 PM - 7:00 AM with occasional weekends and holidays. Telework: This position is not eligible for telework Virtual: This is NOT a virtual position Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required ***This occupational series is eligible for the Student Loan Repayment Program (SLRP). Repayment is limited to $40,000 annually, up to $100,000 in lifetime awards. Participants must sign a service agreement and maintain an acceptable level of performance to remain eligible for this program.***

Requirements

Qualifications

BASIC REQUIREMENTS: a. 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.). b. 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. c. Certification. None required. d. Physical Requirements. See VA Directive and Handbook 5019. e. 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: Grade Determination GS-3 MSA (Entry Level) Experience or Education. None beyond the basic requirements. Grade Determination GS-4 MSA (Developmental Level) 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. 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. iii. Knowledge of basic medical terminology to assist in the provision of care to patients. iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. Grade Determination GS-5 MSA (Full Performance Level) Experience. One year of experience equivalent to the GS-4 grade level; OR Education. Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. iii. Ability to schedule medical appointments in a clinical setting. iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience in your resume may result in disqualification. It is strongly recommended that you write to each KSA in your application package. References: August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, etc. No special physical demands are required to perform the work.

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 Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Timothy Michael
• Phone: 612-467-5503
• Email: [email protected]