This position is located in the Surgical & Specialty Care 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 provides full functional administrative support to clinical staff members and Veterans.

Duties

Scope: 1. The Medical Support Assistant (MSA) demonstrated the knowledge associated with current MSA responsibilities. They have the ability of various computer systems, such as, VISTA, CPRS, VSE/GUI, CTM, Outlook and are fully functional with Excel and Word, as well as other computer programs used by Can modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. 2. Must be Organized, task orientated, able to multi-task in a busy, stressful environment 3. The knowledge of basic medical terminology. 4. The ability to adapt to constant changes and demands 5. The ability to make appointments in the clinical setting. 6. The ability to work independently, setting priorities and coordinate work. 7. The ability to communicate effectively and professionally with persons of all educational backgrounds. Medical Support Assistance is defined as support staff for the professional, nonprofessional, and ancillary staff. a). Responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA National Scheduling Guidelines. This would also include scheduling, canceling, re-scheduling patient appointments/or consults. b). Will appropriately cancel/no-show appointments in accordance to scheduling guidelines. c). Ensure that appointments are scheduled correctly by taking the time to double check each appointment before moving on to another task e). Prepare for clinic visits f). Monitor both inpatient and outpatient appointments in your area for responsibility. g). Ensure encounter forms are completed, research to monitor if appointment should be canceled or no showed, have basic knowledge on helping provider close/open encounters. h). Pre-registration process Verifying and updating demographics, ICB scanners for insurance. i). Enters appropriate documentation in patient records correctly. j). Process complex medical orders with minimal to no guidance. k). Fax documents as asked and appropriate. l). Mail letters when needed. m). Process all emergency and non-emergent transfers to other facilities. n). Performs basic eligibility, co-pay and pre-authorization requirements (i.e. TRICARE, shared agreements, etc...) 2. Provide Veterans, visitors, places within the St. Cloud VAHCS, both physical locations as well as via telephone. 3. Follows HIPPA rules and shares data with others on an as needed basis. 4. Has the ability to answer phones and transfer as appropriate. Has the knowledge and understanding of how to handle a suicide call. Interpersonal Communication is defined as the demonstration of positive people to people skills in interactions which reflect caring, service orientation, professionalism, understanding, helpfulness and concern toward patients, visitors, and other employees of the Medical Center. 1. Interacts with customer (Veterans, family members, visitors, co-workers) in a courteous, tactful, and helpful manner. 2. Maintains patient rights, confidentiality, and individuality. 3. Provides direct customer and patient service that is prompt, friendly, and cooperative. Resolves issues at the lowest level and in a timely manner. 4. Sets limits/boundaries within the MSA/patient relationship which are clearly defined. 5. Interacts with members of the unit staff, other units, and services to provide patient care. 6. Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly. 7. Uses a variety of communication skills to establish helpful relationships with patients and staff. 8. Maintains organizational channels (including the Ethics Committee) to seek help to resolve personal concerns resulting from ethical conflicts. Work Schedule: Monday Friday 8am-4:30pm Telework: AdHoc Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. 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. 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. 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: Medical Support Assistant, GS-3 Experience or Education. None beyond the basic requirements. Demonstrated Knowledge, Skills, and Abilities. 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. Medical Support Assistant, GS-4 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: 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. Medical Support Assistant, GS-5 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: 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, Part II, Appendix G45 The full performance level of this vacancy is GS-3. 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: 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: Glenda Abfalter
• Phone: 3202556480 X5201
• Email: [email protected]