Summary
The incumbent is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VAHCS. The Caregiver Support Program serves Veterans and their Caregivers who are eligible for the Program of Comprehensive Assistance for Family Caregivers (PCAFC) and those who have general Caregiver needs.
Duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties may include but not be limited to: Plans, distributes and balances workload among employees in accordance with priorities, established workflow, job specialization, and the capabilities of the employees. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload. Promotes team building. Performs a variety of administrative functions which includes management of program/clinic day-to-day operations and assisting with clinic access contingency plans, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include changes in policies and procedures, distributing and balancing workload. Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare, and missed opportunities. Possesses knowledge of VHA Directives, Facility Policies and Standards of Practice, and Department/Program Policies and Standards of Practice as related to appointment scheduling processes and procedures, consult management, and access to care. Applies this knowledge to clinic/program operational activities. Maintains records and statistical data as requested for the purpose of clinic utilization, access, and efficiency reports. Collects and compiles information as needed to carry out the work of the program, clinic, and department. Possesses knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies. Orients/Instructs staff in basic and administrative policies and procedures related to appointment scheduling, consult management, and other clinic/programs administrative reference materials and written instructions. Updates online resources for training and communicates to department staff. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor. Utilizes a variety of telehealth technology, is able to determine the most appropriate technology to utilize in a variety of situations. Possesses advanced knowledge of medical terminology and abbreviations. Demonstrates ability to effectively communicate with clinicians and correctly interpret medical records. Ability to communicate tactfully and effectively, both orally and in writing in order to meet clinic/program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Routinely and timely shares pertinent information. Works with the rehabilitation team and Department Leadership to develop and maintain agency level operating procedures to ensure smooth operation of outpatient clinics. Refers all questions requiring immediate medical attention to appropriate health care team member. Fields and resolves customer complaints. Refers more serious unresolved complaints to a higher level supervisor. Routinely explains technical procedures related to the telehealth technology to Veterans, Caregivers and VA providers to assist in the completion of telehealth visits. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-Hoc Only, based upon successful orientation and current agency policy/ business practice guidelines Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Requirements
You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.
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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
How you will be evaluated
Eligible applications will be reviewed and referred in the following order: Current permanent VA employees of the facility. All other permanent VA employees. Current permanent Federal employees of other agencies. All other applicants. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Reasoning Self-Management Teamwork Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.