Medical Support Assistant (Advanced)-Mental Health Integrated Clinical Community

The Advanced Medical Support Assistant serves in an advanced administrative scheduling role, providing high-level support as a pivotal member of the Mental Health Integrated Clinical Community (MH ICC) at the St. Cloud VA Health Care System.The incumbent provides both routine and specialized administrative support to an interdisciplinary team that may include, but is not limited to, Physicians, Nurse Practitioners, Psychologists, Social Workers, Registered Nurses, Licensed Practical Nurses, Health Technicians, and other healthcare professionals. The AMSA serves as the initial administrative point of contact for Veterans, families, visitors, and clinical staff, managing complex patient interactions with professionalism and accuracy.CommunicationDemonstrates excellent interpersonal skills, handling conflict or differing viewpoints in a diplomatic manner.Demonstrates positive people skills reflecting caring, service orientation, professionalism, understanding, helpfulness, and concern toward Veterans, visitors, and staff.Acts as a receptionist by handling incoming and outgoing calls, greeting visitors, recording messages, and routing inquiries appropriately.Responds to all calls and visitors, conveying accurate, consistent information, and routes matters to appropriate resources.Ability to communicate effectively and professionally with people of all educational backgrounds.Utilizes medical terminology to ensure Veterans and other callers are directed to the appropriate resource.Serves as a liaison among Veterans, families, interdisciplinary teams, and internal/external stakeholders.Participates in team meetings and huddles, sharing information for improved care coordination and service delivery.Handles complex or urgent administrative inquiries, escalating only as necessary.Receives and responds to inquiries via phone, Secure Messaging, Message Manager, VAR, VEText, letters, or in-person; alerts clinical staff to urgent situations as needed.Maintains confidentiality of Veteran information by adhering to HIPAA and facility policies.Utilizes email and secure messaging systems to facilitate communication within BHIP and related teams.Administrative and OperationalOperates with a high degree of independence, prioritizing and coordinating work for effective clinic operations.Acts as a subject matter expert in scheduling; manages scheduled and unscheduled visits for multiple specialty clinics in accordance with VHA guidelines.Responsible for scheduling, canceling, and rescheduling appointments, as well as interpreting and verifying provider orders.Independently interprets, verifies, and executes provider orders; processes STAT/routine orders accurately and seeks clarification when necessary.Supports and adapts to evolving service line requirements, technology upgrades, and workflow changes.Serves as the main point of contact for patient data management using systems such as ISS, VISTA, CPRS, ICB, CTM, and Outlook.Updates and verifies demographic and insurance/pre-registration information to ensure data is accurate and current; updates patient records as needed.Maintains and processes all required documentation and reports with high attention to detail; accurately enters data into the Veteran's electronic medical record.Demonstrates high proficiency in using computer systems and office procedures.Provides support to the Behavioral Health and Interdisciplinary Program (BHIP) and other specialty staff.Proactively identifies and resolves patient flow or scheduling conflicts to ensure continuity and quality of care.Demonstrates advanced knowledge of medical terminology and crisis intervention, including proper procedures for handling suicide calls.Maintains flexibility in adapting to changes in schedules and workload; willingly assists other team members.Multi-tasks effectively in high-pressure situations and prioritizes changing workflows accordingly.Assists with obtaining supplies, handling medical data, scanning, copying, faxing, and distributing mail.Provides clerical support for use of the computer contingency plan.Promptly and accurately initiates and checks status of referrals, lab, and imaging procedures.Follows established procedures for appointment scheduling; ensures appointments are coordinated to avoid conflicts and notify professional staff of scheduling or special preparation needs.Assists with orientation and training of new or less experienced MSAs.Completes all other assigned duties in support of outpatient mental health services.Handles issues at the lowest level and resolves them in a timely manner.Work Schedule: Monday-Friday 8am-4:30pmTelework: Not AvailableVirtual: This is not a virtual position.Relocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized