The Medical Support Assistant (MSA) is responsible for initiating and performing a variety of clerical and administrative duties associated with patient care and treatment for the Mental Health Outpatient Clinic (MHOPC) St Cloud VAHCS. The MSA is the first administrative point-of-contact for Veterans, family members, and other staff members.

Duties

This incumbent can function at developmental performance level, carrying out a variety of duties. The MSA provides the full range of duties in daily administrative outpatient operations; to include scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA National scheduling guidelines and facility policies in accordance with established procedures. The MSA is responsible for maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload. The MSA establishes priority of work assignments and will adjust based on the activities of the unit and the service. The MSA provides administrative support to the Behavioral Health and Interdisciplinary Program (BHIP) and all other specialty staff assigned to support the day-to-day operation of all inpatient units. Standard administrative duties to ensure smooth and efficient workflow are as follows: - The MSA demonstrates the knowledge associated with current MSA responsibilities. They have or learn the ability to use computer systems such as VISTA, CPRS, Outlook, Word, Excel, CTM, OneNote, Bio-Point as well as other computer programs used by the MSA's. - Ability to work independently, setting priorities, and coordinate work. - Knowledge of basic medical terminology. - The ability to work independently, setting priorities and coordinate work. - Ability to communicate effectively and professionally with persons of all educational backgrounds. - Responsible for scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. - Acts as a receptionist for the MHOPC processing incoming and outgoing telephone calls, recording messages from Veterans, family members, in-house clinics, community clinics, transportation etc. Directs telephone calls and visitors and communicates information appropriately. - Processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible. Seeks clarification of orders when appropriate. - Promptly and accurately initiates and checks on status of referrals, lab, and imaging procedures. - Makes numerous calls each day to coordinate information and actions relating to patient care and services. Relays information and requests from the patients and /or clinical services to the treatment team. - Ensures that transportation/escort services are properly arranged. - Compiles a consolidated computerized appointment sheet which shows tests, procedures, clinic appointments, therapies etc., for all patients on the unit for each day of the week. - Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, faxing, preparing admission packets, distributing mail to staff and patients, obtaining medical records, and x-rays, etc. - Files, maintains, and secures medical records as appropriate. - Pre-Registration, verifying and updating demographics and insurance information. - Initiating and ensuring completion of work orders for the unit, including messages in VISTA for furniture or key requests for the floor. - HIPPA rules will be followed, and data will be shared with others on an as needed basis. There will be no talking about Veterans in halls or off station. - The MSA follows established procedures for scheduling appointments. - The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. - Provides clerical support for the use of the computer contingency plan. - Assists in training new or less experienced employees. - Understands how to handle a suicide call. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: 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 Preferred Experience: Mental Health, Customer Service 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]