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?
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This Lead Medical Support Assistant (MSA) is assigned to Outpatient Clinical Support in the VA Medical Center. S/He uses initiative in completing recurring assignments independently and without specific instructions, but refers deviations, problems and unfamiliar situations to the supervisor for assistance. Work is performed collaboratively in a Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). The employee works closely with the staff in the inpatient and outpatient clinic areas to ensure the direct activities related to the day to day care of patients is maintained. The Lead MSA's working knowledge of various policies and procedures relating to the business rules regarding Scheduling, Clinical Access and the proper flow of work within the team contributes significantly to the daily business activities.
Provides educational sessions to train new employees in clerical process in an efficient and effective manner to insure that clerical processes, functions and goals are understood and met.
Scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit.
Monitors clinic's Access to care.
Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff.
Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package.
Assist with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics.
Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
Prepares correspondence and memos as needed.
Promotes Veteran registration for and utilization of MyHealthyVet (MHV).
Stocks basic office supplies for the executive suite.
Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.
Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
Assures that all appropriate VA forms are used correctly and regulations followed.
Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.
Work Schedule: Monday
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: PD000000
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen to apply for this job
All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
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
Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)
To qualify for this position, applicants must meet all requirements on the closing date of this announcement, 09/13/2021
CITIZENSHIP: Must be a United States Citizen.
ENGLISH: Must be proficient in basic written and spoken English.
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.
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)
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.
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.
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