Medical Support Assistant - mh ICC

Medical Support Assistant

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 at the St Cloud VAHCS. The MSA is the first administrative point-of-contact for Veterans, family members, and other staff members. Responsibilities include scheduling appointments, maintaining a smooth and efficient flow and quality of work to ensure timely accomplishment of the assigned workload, and providing 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 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, xeroxing needing medical data, 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.
• 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.
• Complete all other duties as assigned.
• Understands how to handle a suicide call.

Work Schedule: Monday-Friday 8am-4:30pm Evenings and weekends may be required.

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases

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)

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.

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.

Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

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.

In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that 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.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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.

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.j.

GRADE DETERMINATIONS:

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