The Diagnostics ICC Advanced Medical Support Assistant (MSA) functions in a specialized role, working collaboratively with the Imaging and Lab team consisting of the ordering clinician, radiologist, radiologic technologist/s and Lab staff. Other team members that may be consulted include LPNs, RNs, social workers, and other MSAs. This position requires a high degree of judgement in responding to both employee and patient concerns

Duties

Major Duties & Responsibilities: The incumbent uses the VISTA, CPRS and other computer software systems daily, including the fax machine and printer. The incumbent answers questions, provides information, and performs daily activities including the following: Clinic Utilization 35% Reviews clinic utilization using various reports and schedules as noted below and communicates, orally and in writing, data to Imaging Supervisor, Lead MSA, Lab Manager, and Lab Supervisor. Complex Duties: - Consults Report: This includes review of pending consults and initiating action on a weekly basis. Enters comment on consult when study is scheduled and complete. - Pending/Hold Orders Report: Prioritizes the clinically indicated date of pending/hold orders. Reviews patient chart to determine if pending order is a duplicate, if study was performed internally or externally, or for reason why the study has not been performed. Contacts the ordering provider to cancel study or contacts patient to schedule. - Scheduled Orders Report: Reviews report to identify patients/orders that remain in the "scheduled" status past appointment date. Processes appointments that were no-showed, rescheduled, or cancelled. Scheduling 65% Complex Duties: - Collaborates with the team to ensure fluidity of the appointment process, setting deadlines, adjusting, and monitoring clinic flow to help meet these deadlines. Possesses advanced knowledge of the process to provide timely access to care. Reports daily on order date and next available opening to ensure patients are scheduled in a timely manner while communicating any access concerns to the Imaging Supervisor, Lead MSA, Lab Manager, and Lab Supervisor. - Participates and provides input for problem solving operational issues or procedures daily and during team meetings. - Monitors pre-appointment requirements (i.e., X-ray, lab, allergies, fasting requirements, and pre-medications) and obtains any information regarding existing foreign bodies, stents and devices that might inhibit patient safety during the recommended procedure. - Monitors the entire consult cycle from approval to completion (i.e., receives, prioritizes, schedules, and completes consult orders.) - Ensures appointments are prioritized and scheduled in accordance with VHA national scheduling guidelines for the exam being ordered. Performs numerous checklist balances (i.e. clinical scheduling lists, appointments pending and clarifying orders with Diagnostics ICC staff as needed, etc.). Acts as a liaison between the patient, radiologic and/or laboratory staff, and provider in the coordination of administrative information. Non-Complex Duties: - Accesses and retrieves information in patient's medical records to include previous studies and lab results in support of the Diagnostics ICC staff. - Communicates with other VA and non-VA health care facilities and the patient to determine if there are prior Imaging studies. - Processes add-on Imaging orders for CT, US, and MRI. Communicates with ordering provider and technical staff to ensure all steps of the process are completed. This includes scheduling appointment (based on urgency) confirming entry of lab orders and coordinating obtaining previous pertinent studies. - Develops/maintains effective and efficient communication with the patient, Diagnostics ICC team, other service lines, and other community facilities to perform administrative follow-up actions, maintain continuity of care and ensure best patient care experience. - Provides Veterans, visitors, and fellow staff members' guidance with directions to various clinics within the St. Cloud VAHCS, to both the physical location as well as via telephone. - Follows HIPPA rules and shares data with others on an as needed basis. - Works directly with patients to schedule imaging and lab appointments, answer questions, and provide patient instructions on test preparation and procedural requirements. - Generates notices to outpatients and providers concerning failed and rescheduled appointments. Reviews output to ensure that appropriate information is generated and ensures that inappropriate letters are discarded. - Processes Audio Care/VEText/secure messaging or patient queue notifications by contacting patient to reschedule appointments. - Performs duties related to patient care and treatment such as preparing images (via Picture Archive Communications System) and reports to be sent to outside facility. Maintains updated registry of incoming and outgoing imaging records. - Contacts appropriate clinician on behalf of radiologist. Once clinician contacted, connects clinician and radiologist for communication of critical results. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available 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 (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to 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 organize 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, Part II, Appendix G45 Preferred Experience: Imaging scheduling The full performance level of this vacancy is GS-6. 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]