Department of Veterans Affairs
This position is in the Rehabilitation & Extended Care Service (REC) Line at the St. Cloud VA Health Care System, serving as the first administrative point-of-contact for patients and family members in the Home and Community-Based Services (HCBS) program. The MSA provides administrative support to clinical staff, homecare agencies, and patients, ensuring continuity of care and compliance with department standards.
- Specific Functions: Processes incoming/outgoing faxed orders, HSRM task lists, and clinical documents accurately and timely, places orders in provider folders, seeks clarification when needed, records plan-of-care documentation using the consult toolbox, and scans files per protocol. Verifies and updates demographics; processes all emergency and non-emergency transfers to other VA facilities or private hospitals. Manages clerical workflow: sorts and distributes HCBS mail, prepares outgoing correspondence, answers telephone calls, routes inquiries, and maintains organized work areas and HCBS folders. Updates Veteran information in CPRS following established protocols; supports timely communication with PACT teams, homecare agencies, and clinical staff. Responds to emails, Microsoft Teams messages, and phone inquiries throughout the workday, prioritizing actions and maintaining timely completion of tasks with minimal supervision. Protects patient information in all verbal and written communication, maintains compliance with HIPAA and information security policies, and assists patients with Release of Information (ROI) forms. Provides courteous, respectful, and professional customer service, demonstrating High Reliability Organization (HRO) principles such as situational awareness, reliability, and mindful communication. Resolves conflicts appropriately, using effective communication and de-escalation strategies, maintaining positive relationships, and seeking supervisory assistance when necessary. Completes all mandatory TMS training within required timeframes and participates in optional or developmental learning activities to enhance knowledge and contribute to HCBS program improvement. Maintains a clean, organized workspace and adheres to environmental health and safety standards, MSDS guidance, PPE expectations, and proper hand hygiene. Recognizes and responds to emergencies, disasters, and drills following established guidelines and supporting staff and Veterans as needed. Assists in mentoring students or training new or less experienced employees. Work Schedule: Monday-Friday 7:30am-4pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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