The Lead Medical Support Assistant (LMSA) in the Health Administration Service (HAS) with the James A. Haley VA Hospital. Which impacts the administrative aspect of patient care, including: training access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, managing the electronic waiting list, patient processing and customer service.

Duties

Duties include but are not limited to: Scheduling/coordinating appointments using advanced clinic access principles Daily review of active/pending consults and open Return to Clinic Orders (RTC's), Electronic Wait, Recall list and Audio-care communications, VeText, Near report and VA Online Scheduling for accuracy and disposition. Pulls reports to ensure the MSA's are completing their workload. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Monitors and makes work assignments Conducts reviews to ensure quality of work and to ensure accurate and timely scheduling of appointments. Assure staff collect, scan, and update health insurance information serving a major role in the revenue process. Collecting and updating demographic and insurance information Patient processing and customer service Training access, training compliance, reporting quality assurance, and budgetary initiatives Plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues, action plans, monitoring and reporting Acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills Utilize high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-lo-day operations. Timekeeper- Work closely with payroll to ensure timely delivery of employee timecards. Acts as a backup for other sections within HAS. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday-Friday, 7:30am-4:00pm and may include weekends and holidays. Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). GRADE REQUIREMENTS: a. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each [two] weeks of service. Grade Determinations: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) Assignment. The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. 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. References: VA Handbook 5005/117, Part II-G45, MEDICAL SUPPORT ASSISTANT, dated August 1, 2019. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-7. Physical Requirements: Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and there is frequent bending, stooping, and standing when engaged in filing. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

Education

IMPORTANT: There is no education substitution for the GS- 7 grade level.

Contacts

• Address James A Haley Veterans Hospital 13000 Bruce B. Downs Boulevard Tampa, FL 33612 US
• Name: Christopher Riley
• Phone: 469-756-4555
• Email: [email protected]