Medical Support Assistant-Diagnostics-ICC Imaging

Veterans Health Administration • Saint Cloud, MN

1d • Onsite

About The Position

The incumbent is assigned to the Imaging department of St. Cloud VA Health Care System (HCS) and reports to the Supervisory Medial Support Assistant (MSA). The Imaging Department is part of the Diagnostic Integrated Clinical Community (ICC) which provides outpatient services, emergent care, and services for Veterans housed on site. Duties VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo FUNCTIONS OR SCOPE OF ASSIGNED DUTIES: - Demonstrates professional, respectful, and positive communication skills that reflect a caring, service orientated, and helpful attitude to all Veterans, visitors, and staff. - Maintains and ensures security of medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPPA). Uses shredding containers appropriately for disposal of protected health information. - Maintains and protects Veteran rights, confidentiality, and individuality in accordance with VA policy and HIPPA regulations. - Establishes and maintains appropriate boundaries within the MSA-Veteran relationship. - Develops and maintains effective and efficient written and verbal communications with Veterans, the Imaging team, other service lines, and other community facilities. Ensures administrative follow-up actions support continuity of care and enhance the patient care experience while remaining professional, courteous, accurate, thorough and confidential. - Possesses intermediate knowledge of medical terminology to ensure that Veterans, caregivers, and staff are directed to the appropriate service area or resource for assistance. - Provides clear directions and guidance both in person and via telephone or messaging. - Answers and appropriately routes phone calls, demonstrating the ability to manage urgent situations including suicide-related calls, following VA processes. - Utilizes the Electronic Health Record (EHR) and computer systems such as Microsoft Outlook, Excel, Word and other required software applications proficiently. - Documents accurate and timely information into the Veteran's electronic medical record. - Updates Veteran's demographic and insurance information to ensure accurate recordkeeping and billing information. - Locates imaging orders and completes Veteran check in process efficiently and accurately. - Applies knowledge of healthcare access processes, including scheduling workflows and clinic operations. - Schedules, reschedules and manages no-show appointments in accordance with VHA national scheduling guidelines. - Accesses and retrieves information from Veteran's medical records, including prior imaging studies and laboratory results in support of Imaging staff or Veteran care team operations. - Enters and verifies the accuracy of scheduled appointments by performing required checks and balances (i.e., clinical scheduling lists, pending appointments, order verification.) - Monitors pre-appointment information requirements to ensure patients meet necessary steps prior to imaging exam. - Monitors and maintains future appointment requests, ensuring scheduling occurs within the designated timeframes. - Performs duties related to continuity of care, such as preparing imaging studies and reports for release to Veteran or outside facilities, and maintains accurate records of incoming and outgoing imaging documents. - Assists Veterans with release of information (ROI) forms and ensures documentation is accurate. - Contacts the appropriate clinician for timely radiologist communication of critical imaging results. - Sets deadlines and priorities, coordinating workflow to meet scheduling deadlines and administrative requirements. Maintains flexibility in adapting to schedule changes, shifting priorities and fluctuating workloads. - Demonstrates the ability to multi-task and adjust priorities quickly, especially during high-stress or fast-paced situations, while completing tasks in a timely manner. - Works directly with Veterans to schedule imaging appointments and provides instructions on exam preparation. - Receives and responds to inquiries via Secure Messaging, Audio Care, VEText, letters, or phone calls. - Actively assists other team members when needed to support service line operations. - Resolves conflicts and applies problem-solving skills to support workflow and Veteran satisfaction. - Participates actively in team meetings and contributes to problem solving discussions related to workflow improvements and operational procedures. - Responds to emails and messages promptly and professionally.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• Must complete an online assessment.
• 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.
• Will be required to serve a 1 or 2-year trial period.
• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience- No Experience required
• Education- High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Certification . None required.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• 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.
• 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.

Nice To Haves

• Customer service in a healthcare setting

Responsibilities

• Demonstrates professional, respectful, and positive communication skills that reflect a caring, service orientated, and helpful attitude to all Veterans, visitors, and staff.
• Maintains and ensures security of medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPPA). Uses shredding containers appropriately for disposal of protected health information.
• Maintains and protects Veteran rights, confidentiality, and individuality in accordance with VA policy and HIPPA regulations.
• Establishes and maintains appropriate boundaries within the MSA-Veteran relationship.
• Develops and maintains effective and efficient written and verbal communications with Veterans, the Imaging team, other service lines, and other community facilities. Ensures administrative follow-up actions support continuity of care and enhance the patient care experience while remaining professional, courteous, accurate, thorough and confidential.
• Possesses intermediate knowledge of medical terminology to ensure that Veterans, caregivers, and staff are directed to the appropriate service area or resource for assistance.
• Provides clear directions and guidance both in person and via telephone or messaging.
• Answers and appropriately routes phone calls, demonstrating the ability to manage urgent situations including suicide-related calls, following VA processes.
• Utilizes the Electronic Health Record (EHR) and computer systems such as Microsoft Outlook, Excel, Word and other required software applications proficiently.
• Documents accurate and timely information into the Veteran's electronic medical record.
• Updates Veteran's demographic and insurance information to ensure accurate recordkeeping and billing information.
• Locates imaging orders and completes Veteran check in process efficiently and accurately.
• Applies knowledge of healthcare access processes, including scheduling workflows and clinic operations.
• Schedules, reschedules and manages no-show appointments in accordance with VHA national scheduling guidelines.
• Accesses and retrieves information from Veteran's medical records, including prior imaging studies and laboratory results in support of Imaging staff or Veteran care team operations.
• Enters and verifies the accuracy of scheduled appointments by performing required checks and balances (i.e., clinical scheduling lists, pending appointments, order verification.)
• Monitors pre-appointment information requirements to ensure patients meet necessary steps prior to imaging exam.
• Monitors and maintains future appointment requests, ensuring scheduling occurs within the designated timeframes.
• Performs duties related to continuity of care, such as preparing imaging studies and reports for release to Veteran or outside facilities, and maintains accurate records of incoming and outgoing imaging documents.
• Assists Veterans with release of information (ROI) forms and ensures documentation is accurate.
• Contacts the appropriate clinician for timely radiologist communication of critical imaging results.
• Sets deadlines and priorities, coordinating workflow to meet scheduling deadlines and administrative requirements. Maintains flexibility in adapting to schedule changes, shifting priorities and fluctuating workloads.
• Demonstrates the ability to multi-task and adjust priorities quickly, especially during high-stress or fast-paced situations, while completing tasks in a timely manner.
• Works directly with Veterans to schedule imaging appointments and provides instructions on exam preparation.
• Receives and responds to inquiries via Secure Messaging, Audio Care, VEText, letters, or phone calls.
• Actively assists other team members when needed to support service line operations.
• Resolves conflicts and applies problem-solving skills to support workflow and Veteran satisfaction.
• Participates actively in team meetings and contributes to problem solving discussions related to workflow improvements and operational procedures.
• Responds to emails and messages promptly and professionally.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED