The incumbent serves as a Lead Medical Support Assistant (MSA) in the Clinic Practice Management Service (CPM) at the Oscar G. Johnson VAMC. MSA's are responsible for a range of duties that typify the full-performance level. The incumbent performs duties related to scheduling appointments and consults, clinic check-in, eligibility and benefits, answering telephones, beneficiary travel, insurance capture and means testing, data and report preparation, and other clerical duties.

Duties

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. Major Duties include: Monitors and makes work assignments and coordinates coverage at all workstations. Ensuring proper staffing coverage of all areas of responsibility. Conducting ongoing reviews and audits to ensure quality of work. Resolves daily workplace issues. Maintains efficient workflow found in an interdisciplinary unit. Ensuring accurate and timely scheduling of appointments. 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. Evaluating training records to ensure all training requirements are met, as well as determining training needs of MSAs and AMSAs to provide support across interdisciplinary settings. Acting as liaison between MSAs/AMSAs and other staff in order to resolve day to day conflicts. Work Schedule: Monday-Friday, 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: : N/A Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. Education or Training: 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. Physical Requirements: Must pass a pre-employment physical per VA Directive and Handbook 5019. English Language Proficiency: MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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: In addition to the basic requirements, you must meet the following grade requirements. GS-07 Lead Medical Support Assistant, GS-7. You must have one year of experience equivalent to the GS-06 level.Specialized experience includes, but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; collaborate and communicate with a wide range of medical clinicians across multiple disciplines; sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; communicates tactfully and effectively by phone, in person and in writing; advanced knowledge of the technical health care process including scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care; advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care to include appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; an advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 Appendix G45. Medical Support Assistant Qualification Standard GS-679.The full performance level of this vacancy is GS-07. The full performance level of this vacancy is GS07. 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.

Contacts

• Address Oscar G Johnson Department of Veterans Affairs Medical Facility 325 East H Street Iron Mountain, MI 49801 US
• Name: Kevin Estrada
• Phone: 319-338-0581 X636728
• Email: [email protected]