The position is within the Community Care department, Nursing Service at the Oklahoma City VAHCS. The primary duties of the Lead Medical Support Assistant (MSA) are to ensure the work assignments of the other employees of the team are carried out and to perform a variety of support functions in connection with coordination of facilitation of referrals to the community for primary and specialty care.

Duties

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs the following: Daily review of active/pending/scheduled Community Care consults via CPRS, other consult management programs, and Third-Party Administrator portals for accuracy and disposition. Makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Orders admin supplies for unit. Orienting and training new and current employees. Monitor the status and progress of work and make day to day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise. Monitoring includes progress toward access metrics and performance goals. Report behavior/performance concerns and training needs of administrative staff to supervisor. Monitors phone coverage, responses to secure messages as well as management of VEText, VA Online Scheduling, CRM, Indexing of medical records, Consults closed without records, CPRS Corrections requests, and referrals returned by TPA. Maintains effective communication with patient, interdisciplinary team, and outside providers, by phone, Teams, Email, Secure Messaging and other platforms. Participates in huddles/meetings within department and with interdisciplinary members to manage and plan patient care/flow. Enters appropriate information into patient record and monitors compliance of assigned Advanced Medical Support Assistant staff to ensure quality of work. Provides follow-up/problem solving for administrative issues and customer inquiries. Identifies resolutions for administrative issues, collaborating with administrative and clinical team members. Communicates appointment information to providers and patients. Resolves issues and barriers to coordination of referral. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Guides veterans through the referral system. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits through Community Care. Interprets and communicates requirements of VHA Scheduling Directives and Office of Integrated Veteran Care guidance. Ensures accurate and timely scheduling of appointments. Appointments are made with the patient's input. Demonstrates flexibility and adaptability in implementing new processes and directives. Communicates changes to staff in a manner as to garner their support and participation. Maintain skills and ability to perform the varied and complex duties of the Advanced Medical Support Assistants in the Office of Community Care. Work Schedule: Monday-Friday 7:30am-4:00pm or 8:00am-4:30pm 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. 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 one year above high school OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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 Grade Determinations: Lead Medical Support Assistant, GS-7 Experience - One year of experience equivalent to the GS-6 grade level. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. vi. 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, APPENDIX G45 The full performance level of this vacancy is GS-7. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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.

Contacts

• Address Oklahoma City VA Health Care System 921 Northeast 13th Street Oklahoma City, OK 73104 US
• Name: Clifford Ingram
• Phone: 541-830-7556
• Email: [email protected]