Summary This position is in the Rehabilitation & Extended Care Service (REC) Line at the St. Cloud VA Health Care System and is the first administrative point-of-contact for patients and family members. The MSA position involves technical work concerned with the day-to-day administrative functions within the Rehabilitation Department. The position provides administrative support to clinic staff members and patients. Responsibilities Schedules, cancels, and reschedules appointments and consults, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Enters no-show information; monitoring the unable to schedule list; preparing for clinic visits. Monitors outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit. Verifies and updates demographics and insurance information. Processes all emergency and non-emergency transfers to other VA facilities or private hospitals. Works directly with patients who have been instructed to request a new appointment to schedule and provide patient instructions on test preparation, diets and procedural requirements. Seeks out available appointments with multiple staff members and services to coordinate Telehealth appointments. Generates notices to outpatients concerning failed and rescheduled appointments. Utilizes and follows up on AudioCare Reminder calls. Produces and distributes daily schedules to professional staff. Pre-registers and checks patients in for appointments. Receives, interviews, and routes individuals for either inpatient or outpatient care to the appropriate care team or setting. Maintains daily contact with professional services personnel giving outpatient/inpatient care to ensure the best possible liaison between patient and health care system personnel. Accepts telephone calls from Veterans, relatives, service officers, etc. regarding outpatient/inpatient treatment and transportation. Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters. Determines general nature of inquiry and independently responds to all administrative questions. Recognizes and refers urgent inquiries to professional staff for immediate action. Reviews medical records of outpatients/inpatients to ensure that requested appointments are made for the professional staff and diagnostic services. Schedules and receives consults based on established scheduling policies and procedures from VHA directive for outpatient clinic scheduling. Utilizes Appointment Management Supervisor Menu to accurately and appropriately to facilitate efficient scheduling of appointments. Updates, reviews, and utilizes the Unable to Schedule list to accurately reflect patients waiting to schedule an appointment. Processes all health care providers ordered accurately. Seeks clarification of orders when appropriate. Promptly and accurately initiates and checks on status of referrals, lab and x-ray procedures, completing required forms with appropriate patient identification. Makes numerous calls each day to coordinate information and actions relating to patient care and services. Relays information and requests from the patients to the treatment team and within the treatment team. Ensures that escort services and transportation are properly arranged. Accurately and timely performs clerical work in support of the care and treatment given to patients such as receiving patients or maintaining patient files. Performs clerical level work to procure supplies and services to meet the procurement requirements of the unit or department. Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication. Performs the following types of duties: edit letters, composes letters and reports, reviews correspondence for accuracy and completeness, transcribes meeting minutes and replies to inquiries. Work Schedule: 8:00am-4:30pm Monday-Friday Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 00000 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. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. 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. 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: 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 to the appropriate staff, as necessary, to ensure a satisfactory resolution. References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Medical Support Assistant Qualification Standard (va.gov) The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.