The Advanced Medical Support Assistant (AMSA) serves with 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 will provide introductory administrative support to clinical staff members and Veterans. This position is part of the GAP team and will travel to different sites within the St. Cloud HCS catchment area as needed for coverage.

Duties

Major duties include but are not limited to: 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 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 by using Veteran Health Coaching skills and enhancing Veteran self-management Screens calls and determines if the call requires attention from a Registered Nurse, Licensed Practical Nurse, Provider, or other designated professional 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 following national guidelines, monitoring and tracking the progress of receiving required information Sets deadlines and priorities, adjusting the flow to help meet those deadlines and workload Prepares agendas and minutes. Records, and publishes meeting agendas and minutes Updates Veteran's demographic information to include the following: address, phone number, next of kin, insurance, preferred method of communication, power of attorney information, and other information as new programs that are added or changed Receives and responds to inquiries via Secure Messaging, VAR, Vetext, Letters, or phone calls. These can include getting information to Veteran care teams through the entry of a note into the CPRS system and alerting to the appropriate clinical staff member, requesting of tests or medications, questions on appointments, scheduling, and various other inquiries. They are able to recognize and refer urgent inquiries to professional staff for immediate action as needed Follows all National and local scheduling, Health Care System, and service line policies, procedures, and guidelines Monitors pre-appointment requirements (i.e. x-rays, labs, etc.) Coordinates with teams to review clinic appointment availability utilization to ensure clinic schedules are closely monitored to effectively support the needs of the clinics and recommend necessary adjustments Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Not eligible for telework. You will be required to report to the physical location. This is not a remote position. Virtual: This is not a virtual position. Recruitment/Relocation Incentive: 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. 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 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Breeze Hennes
• Phone: (320) 252-1670 X5222
• Email: [email protected]