This announcement will be utilized to fill Advanced Medical Support Assistant positions within the Technology, Innovation and Development (TID) department within the VA St. Louis Health Care System The incumbent serves as the primary scheduler for all In House and Community Care Consults. Responsible for a broad range of administrative and clerical duties and is often the first point of contact for patients, community partners, and various in-house staff.

Duties

VA Saint Louis Health Care System is committed to Diversity and Inclusion. Together, we strive to create and maintain a working and learning environment that promotes professional growth and teamwork. We offer an inclusive, equitable, and welcoming environment where we celebrate our individual differences and unite as a team toward a common goal of providing outstanding service to our Nation's Veterans. Program Management Scheduling and obtaining in patient and out-patient appointment dates. Serve as the primary Point of Contact (POC) for incoming calls from Veterans, community partners, caregivers and providers to make, reschedule or cancel appointments and provide status updates on consults as needed. Reviews Veteran information to issue authorizations for care. Collaborates, communicates, set priorities and organize workload in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Participate in and provide input for problem solving on operational issues or procedures in meetings and workgroups. Participate in team huddles, care line staff meetings, facility and care line workgroups as assigned. Safety and Environment of Care Complies with all safety/fire prevention rules and regulations, clearly understands process of entering work orders for unsafe conditions and building egress. Promptly reports all accidents and notifies supervisor of unsafe/unhealthy conditions in the workplace. Attends scheduled training sessions and participates in facility level safety promotions as required. Maintains a professional and clean workstation. Customer Service Responds to voicemail and email messages within the established timeframe. Meet the needs of internal and external customers while supporting the medical center and service missions. Must consistently communicate and treat customers (patient's, visitors, volunteers, and all medical staff) in a courteous, tactful, and respectful manner. Provide the customer with consistent and timely information according to established policies and procedures. Must be able to demonstrate the knowledge and skills necessary to complete the duties of the position including those necessary to provide care appropriate to the age of the patients served. Must remain current on all care line, facility and national customer service expectations and actively Information Management Computer Security : completes the appropriate training in computer security and information management as it relates to employees position. The employee follows VA and facility policies, regulations and instructions regarding access to confidential patient and employee information in both written and computerized formats, including release of information and security of computer access codes. Employee accesses patient information only when required to complete assigned duties. Shields information from view of/access by others while working with such information and secures such information at all times. Discusses information with others only if necessary for completion of assigned duties and does not discuss information in public places or where others can overhear it. Does not use thumb-drives or other means, such as photocopy, to remove patient data from the medical center. Adheres to release of information policies and security of personal computer access codes. Logs off workstation when not working directly with the computer. Work Schedule: Monday - Friday 7:30 am - 4:00 pm Telework: Regularly Telework 3+ days per pay period Virtual: This is not a virtual position. Functional Statement #: 000000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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.. 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. 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:GS-6 - Medical Support Assistant (Advanced) 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. The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work requires long periods of sitting and working on the computer, answering phone calls with low to moderate reaching, stretching, twisting. The employee must occasionally lift and/or move up to 10 lbs. Communication required will take place telephonically, electronically and in person.

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 VA St Louis Health Care System 1 Jefferson Barracks Drive St. Louis, MO 63125 US
• Name: Tonya Thomas
• Phone: (314) 357-1623
• Email: [email protected]