Lead Medical Support Assistant

Department Of Veterans Affairs Madison , WI 53706

Posted 3 weeks ago

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  • Duties

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Summary

OUR MISSION: To fulfill President Lincoln's promise - "To care for him who shall have borne the battle and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

If you are a not a Current, Permanent VISN 12 employee, please apply under Announcement MA-11094018-21-HP

Learn more about this agency

Responsibilities

This position serves as a Lead Medical Support Assistant (MSA) for the William S. Middleton Veterans Hospital, 2500 Overlook Terrace, Madison, WI 53705. This position reports directly to the Supervisory Medical Support Assistant and will serve as a lead providing administrative and clerical support. The Lead MSA is responsible for practicing the highest levels of customer service utilizing the I-CARE principles, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines and Facility memoranda.

Locations:

Madison: 2500 Overlook Terrace, Madison, WI 53705

West Annex Clinic, 1 Science Court, Madison, WI 53711

Middleton VA Clinic, 3220 Deming Way, Middleton, WI 53562

This job opportunity announcement may be used to fill additional vacancies.

Lead Medical Support Assistant duties include:

  • Scheduling, cancelling, rescheduling patients appointments and/or consults.

  • Entering no-show information.

  • Interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

  • Interface with personal computer applications, as well as, numerous VISTA applications.

  • Checking patients into the VISTA system.

  • Verifying and updating demographic and insurance information.

  • Triage incoming patient calls by determining urgency and/or taking messages as it relates to clinical care.

  • Assuring coverage of all areas of responsibility.

  • Provides input on performance.

  • Resolves daily workplace issues and maintains efficient workflow.

  • Conducting ongoing reviews to ensure quality of work.

  • Providing guidance to staff members to include changes in policies and procedures.

  • Distributing and balancing workload.

  • Orienting and providing on-the-job training for new and current employees.

  • Ensuring all training requirements are met.

  • Perform other duties as assigned.

Work Schedule: Full-Time; Monday through Friday; Day Shift

Financial Disclosure Report: Not Required

Relocation/Recruitment Incentive: Not Authorized

Travel Required

Not required

Supervisory status

No

Promotion Potential

None

  • Job family (Series)

0679 Medical Support Assistance

  • Requirements

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Requirements

Conditions of Employment

  • You must be a U.S. Citizen to apply for this job

  • Designated and/or random drug testing may be required

  • Selective Service Registration is required for males born after 12/31/1959

  • You may be required to serve a probationary period

  • Subject to a background/security investigation

  • Must be proficient in written and spoken English

  • Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements within 15 days of the closing date of this announcement, 05/11/2021.

BASIC REQUIREMENTS:

CITIZENSHIP: Must be a United States Citizen.

ENGLISH: Must be proficient in basic written and spoken English.

EDUCATION/EXPERIENCE:

Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.

OR,

Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)

OR,

Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION.

GS-7 LEVEL GRADE REQUIREMENTS:

SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-6, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommending changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinating with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and making adjustments as necessary. Maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities. Preparing correspondence to notify patients of normal lab results. Managing a system for follow-up care such as consults, tests, etc.). Processing incoming patient secure messaging through MyHealthyVet and coordinating with care team as appropriate. Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifying incomplete encounters and communicates findings to providers. Assisting the team to reinforce the plan of care and self-help solutions. Entering appropriate information into the electronic record. Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informing team members about shared patients.

AND,

KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:

KSA - 1. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.

KSA - 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

KSA - 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

KSA - 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff].

KSA - 5. Ability to provide staff development and training.

KSA - 6. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-07.

Physical Requirements:The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

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Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND, KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: KSA-1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met. KSA-2. 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Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect the patient flow, and patient support care to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. KSA-6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html Department Of Veterans Affairs Madison WI

Lead Medical Support Assistant

Department Of Veterans Affairs