Medical Support Assistant (Advanced)-Primary Care/Specialty Care

Veterans Health Administration • Saint Cloud, MN

14h • Onsite

About The Position

This Advanced Medical Support Assistant position serves in the Primary Care and Specialty Care ICC at the St. Cloud VA Health Care System. It is the first administrative point of contact for Veterans, family members, and other visitors contacting the facility. The role performs introductory and advanced clerical functions under infrequent monitoring and supervision, supporting patient access, care-team communication, and administrative operations.

The Medical Support Assistant communicates professionally and compassionately with Veterans, visitors, and staff; protects Veteran rights and confidentiality; responds to inquiries through multiple channels; and coordinates with clinical staff to support continuity of care. The position manages appointment and visit processes, electronic records and messages, administrative documentation, supplies, reporting, and other office operations. It may also provide call-center coverage during staffing shortages or high call volumes.

The position is located at the St. Cloud VA Health Care System. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. Relocation and recruitment incentives and permanent change-of-station authorization are not offered.

Requirements

• U.S. citizenship is required, with an exception possible when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• One year of experience equivalent to the GS-5 grade level, independently performing a full range of healthcare-delivery duties in an inpatient or outpatient setting.
• Advanced knowledge of the technical health care process, including scheduling across coordinated-care delivery or community-care models and patient health care portals, as it relates to access to care.
• Advanced knowledge of policies and procedures for coordinated-care delivery or community-care operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and meet patient-care needs.
• Ability to independently set priorities and organize work to meet deadlines while complying with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, telephone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Proficiency in spoken and written English.
• Completion of required application steps, including the online assessment.
• Subject to background and security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• A pre-employment examination or evaluation may be required.
• Applicants using education to qualify must provide acceptable documentation of high school education or equivalent; foreign education must be evaluated for U.S. equivalency.

Nice To Haves

• Advanced medical terminology.
• Advanced customer service.
• Advanced scheduling knowledge.

Responsibilities

• Communicate professionally and compassionately with Veterans, visitors, and employees in verbal and written interactions, while maintaining Veteran rights, confidentiality, and individuality.
• Resolve issues at the lowest appropriate level and in a timely manner, and maintain clear professional boundaries in interactions with Veterans.
• Use advanced medical terminology knowledge to direct Veterans and callers to appropriate assistance.
• Participate in team huddles and meetings, follow up independently, share information, and collaborate with the medical team to support continuity of care.
• Serve as the main point of contact for Secure Messages and Message Manager requests for the assigned team; fulfill requests or forward them to appropriate staff for follow-up.
• Manage scheduled and unscheduled visits and adapt to changes in schedule and workload; assist other team members as needed.
• Prepare reports in various formats and present data to different organizational levels.
• Screen calls and determine whether they require attention from a registered nurse, licensed practical nurse, provider, or other designated professional.
• Maintain and secure medical records in accordance with HIPAA and enter appropriate information into the Veterans electronic medical record.
• Ensure appropriate forms and documents are presented, sent, or completed by Veterans.
• Facilitate and track requests for release-of-information records and documents from outside facilities.
• Provide advanced clerical support to the assigned area and its staff; set deadlines and priorities and adjust workflow to meet workload needs.
• Obtain and monitor the use of office services, supplies, and equipment.
• Update Veterans’ demographic information, including address, telephone number, insurance, preferred communication method, guardianship reminders, and other applicable information.
• Respond to inquiries through Secure Messaging, Message Manager, VAR, VEText, letters, and telephone; document information in CPRS and alert appropriate clinical staff when needed.
• Recognize urgent inquiries and refer them to clinical staff for immediate action as appropriate.
• Provide support to the PC ICC Call Center, including support for the SC ICC, during short staffing or high call volumes.
• Multitask and adjust priorities in high-stress situations.
• Coordinate and assist with department services, programs, and outreach events.
• Participate in encounter closeout.
• Apply knowledge of the technical health care process as it relates to access to care.
• Follow the PCMM process for assigning and reassigning Veterans to Primary Care Providers.
• Process health care providers’ orders accurately and seek clarification when needed.
• Perform call-center functions, including answering incoming PC ICC and SC ICC calls and completing assigned monthly administrative duties.

Benefits

• Federal employee benefits package; specific benefits eligibility depends on position type, and applicants are directed to review federal benefits information.

What This Job Offers

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