Medical Support Assistant

Medical Support Assistant

The incumbent serves as a Medical Support Assistant (MSA) in the Community Care department. The incumbent performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Community Care referral processes in the Saint Cloud MN VA.

Responsibilities include:

• Scheduling appointments, including interpreting, and verifying provider orders in accordance with Community Care Process Guides.
• Recognizing the urgency of the consults and scheduling care accordingly.
• Accurately scheduling the full spectrum of medical care including outpatient appointments, outpatient procedures, inpatient surgery, lab tests, and imaging throughout all specialties.
• Communicating to the patient and pre-appointment requirements or instructions.
• Clearly communicating appointment care details to the patient or family.
• Communicating to the ordering provider or nurse if instructions are of nature that clinical review is required.
• Identifying and communicating patient concerns or needs recognized during communications regarding upcoming appointments.
• Ensuring the integrity of various databases and data used in the management of administrative and customer service.
• Utilizing current Community Care software.
• Participating in team huddles and team meetings to manage and plan flow and sequencing of work to meet the team and patient needs.
• Utilizing the consult status to support accurate record of the consult as it moves through the process.
• Independently collaborating, communicating, setting priorities, and organizing the work to meet deadlines ensuring compliance with established processes, policies, and regulations.
• Collaborating with nursing team, as well as PACT or ordering providers when a consult requires clinical guidance during the scheduling process.
• Communicating information between community providers, VA interdisciplinary team clearly and timely to facilitate access to care.
• Informing VA Provider of care that cannot be scheduled within his/her recommended time frame and assisting provider as needed in identifying alternate location or option to access care timely for the patient.
• Providing follow-up calls to patients when it is identified that an appointment was not attended.
• Assisting patients in rescheduling appointments in cases of missed or no-show appointments.
• Recognizing the importance of scheduling care in the correct sequence and timing when multiple Community Care appointments are necessary.
• Effectively coordinating this care when multiple vendors or agencies are involved.
• Interpreting VA guidelines and assisting with communicating these to patients, families, agencies, employees, and Veterans' organizations.
• Providing information and guidance to agency employees regarding scheduling processes as requested.

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

Requirements:

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.

Must pass pre-employment physical examination.

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:

Citizenship. Citizen of the United States.

Experience and Education. (1) 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 (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Certification. None required.

Graduation Requirements:

GS-3 MSA (Entry Level): 1. Experience or Education: None beyond the basic requirements. AND Demonstrated Knowledge, Skills, and Abilities 1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. 2. Ability to utilize computer systems to enter administrative data in patient systems. 3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.

GS-4 MSA (Developmental Level): 1. 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. Examples of experience include but are not necessarily limited to: meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments; utilize computer systems to enter administrative data in patient systems; utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. OR 2. Education: Two years above high school. AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: 1. 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. 2. 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. 3. Knowledge of basic medical terminology to assist in the provision of care to patients. 4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 MSA (Full Performance Level): 1. Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited 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; 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. OR 2. Education: Four years of education above high school. AND Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below: 1. 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. 2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. 3. Ability to schedule medical appointments in a clinical setting. 4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work. 5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff as necessary, to ensure a satisfactory resolution.

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.

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).