Medical Support Assistant

Medical Support Assistant

First administrative point-of-contact for Veterans, family, and other visitors contacting the St. Cloud VA Healthcare System. Provides administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of scheduling in all Primary Care and Specialty Care areas.

Communicates appropriate information across service lines for seamless function of program and collaboration of care for Veterans.

Develops and maintains effective and efficient communication with the Veteran and the interdisciplinary team, as well as outside agencies.

Participates in team meetings to help manage and plan Veteran care as needed.

Participates with expanding face to face and non-face to face care in PACT 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).

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.

Provides clerical support within the department.

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.

Receives and responds to inquiries via Secure Messaging, VAR, VEText, letters, or phone calls. Recognizes and refers urgent inquiries to clinical staff.

Serves as the main point of contact for all Secure Messages sent to their team.

Works or may be assigned to the PC ICC Call Center (in support of SC ICC) in times of short staffing or high call volumes.

Processes orders accurately, seeking clarification when needed.

Monitors pre-appointment requirements (i.e., x-rays, labs, etc.).

Participates in workload encounter closeout.

Preferred Experience : Mental Health Scheduling including Virtual appointments, Various Web based data systems including Electronic Medical Health Records, Monitoring of multiple clinics with in the Mental Health Service Line, Excellence in Customer Service serving our nations Veterans.

Work Schedule : 8 : 00-4 : 30 Monday-Friday

Recruitment Incentive (Sign-on Bonus) : Not Authorized

Permanent Change of Station (Relocation Assistance) : Not Authorized

Pay : Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off : 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave : After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy : After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement : Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance : Federal health / vision / dental / term life / long-term care (many federal insurance programs can be carried into retirement)

Telework : Not available

Virtual : This is not a virtual position.

Conditions of employment :

You must be a U.S. Citizen to apply for this job.

Selective Service Registration is required for males born after 12 / 31 / 1959.

Must be proficient in written and spoken English.

Subject to background / security investigation.

Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements.

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.

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, 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