This is the Lead position for the Medical Support Assistant. The incumbent serves as a Medical Support Assistant in the Health Administration Service for the Huntington Veterans Affairs Medical Center. The Huntington Veterans Affairs Medical Center located in Huntington, WV is a teaching hospital affiliated with Marshall University Joan C. Edwards School of Medicine.

Duties

Duties: The lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, eye, SCI, Military Sexual Trauma, etc.) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Lead MSA coordinates with his/her patient care teams to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). The Lead MSA Incumbent is able to explain the VA's mandate and importance of the collection of insurance information to Veterans, their families, other eligible patients and the clinical staff. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. Promotes Veteran registration for and utilization of My Healthy Vet (MHV). The Lead MSA may is required to train and monitor the training progress of other MSA levels on correct clinic operations. S/he may serve as preceptor to developmental level MSAs. The Lead MSA coordinates all administrative aspects of the Phone Unit, Switchboard, medical specialty clinics, and associated functions of the Clinic Support Section. Assures MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. The incumbent assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of My Healthy Vet (MHV). Assures front line staff sets the proper tone for perception concerning quality of healthcare services at the VA, by using a high degree of tact and diplomacy when dealing with Veterans, families, and other eligible patients. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone. Must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. a. Schedule appointments and utilize electronic waitlist accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or is an individual patient cannot be scheduled within the mandated clinic time frames. c. Daily review of active/pending consults, electronic waitlist, recall list and Vista alerts for accuracy and disposition. d. Daily review of Encounter "Action Required" Report, notify providers of all encounters needing to be completed. All encounters must be completed within 7 days of the visit. Work Schedule: Variable Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized 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. 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. c. Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. d. 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 DETERMINATION GS-07: To qualify at this grade level, you must meet the following; Experience: One year of experience equivalent to the GS-6 grade level. GS-06 experience would include: Coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. 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. 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. 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. Knowledge, Skills and Abilities GS-07: In addition, the candidate must demonstrate all of the following Knowledge, Skills and, Abilities (KSAs) on their Resume: 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 The full performance level of this vacancy is 07. The actual grade at which an applicant may be selected for this vacancy is a GS 07. Physical Requirements: VA Directive and Handbook 5019 Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer.

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 Huntington VA Medical Center 1540 Spring Valley Drive Huntington, WV 25704 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]