This Lead Medical Support Assistant (MSA) position is in the Physical Medicine and Rehabilitation Service of the Central Arkansas Veterans Healthcare System located in Little Rock, AR. Duty location to be negotiated upon selection between available locations of Hot Springs, Mena, El Dorado, Pine Bluff, Searcy, OR Russellville.

Duties

If you are not a current permanent Federal employee you should apply under CBST-12050833-23-KCG The Lead Medical Support Assistant position serves as the Lead for assigned AMSA's under the Supervisory Program Manager, in the Physical Medicine and Rehabilitation Service, Community Based Rehabilitation Unit at the Central Arkansas Veterans Healthcare System. The PM&RS clinics are PACT-like clinics that include lymphedema, specialty wheelchairs, TBI, SCI, Amputee, CORF, chiropractor, acupuncture, EMG, OT/PT/KT, driver's rehab, CBOC clinics and telehealth. Duties of this position may include but are not limited to:Maintains daily workload assessments Assigns work Assures proper staffing coverage Evaluates training records Determines training needs of Advanced Medical Support Assistants Assists Program Manager with complex and non-standard procedures, including non-clinical processes related to access to care across multiple clinics, specialties, and/or community resources Ensures accurate and timely scheduling of appointments Provides guidance to staff members including changes in policies and procedures Creates and maintains employee work schedules Acts as a liaison among CBRU AMSA staff, patient and other interdisciplinary staff to resolve day-to-day conflicts Assist with clinic access contingency plans by adjusting appointments times, location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs Screen/receive phone calls in a courteous and timely manner Determines nature of requests and provides the information desired using privacy rules and established clinic processes Explains procedures to veterans and their family members both in person and on the phone using a caring, compassionate and sensitive demeanor Manages independently position responsibilities with little supervision as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs Participates in the daily huddles and monthly team meetings as directed Completes daily review of active/pending consult lists, missed insurance capture buffers, return to clinic orders, VEText appointment cancellations and Audiocare communication requests to cancel or reschedule appointments and dispositions accurately and appropriately Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care Interacts with multiple providers such as physicians, therapists, residents and students within the department and other services Generates patient workload reports for validation and monitors activity in clinical areas to assure consistent and accurate reporting as directed. Prepares a wide variety of administrative reports and documents for Program Director upon request Schedules, cancels, reschedules, interprets, and communicates requirements of VHA's most current Scheduling Directives Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 598-00440-F 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. One of the following must be met: (1) 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, (2) Education. One year above high school; OR, (3) 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. 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 Determinations. To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Lead Medical Support Assistant, GS-07 (a) Experience. One year of experience equivalent to the GS-06 grade level which includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate. (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.(c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your 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. Preferred Experience: Preferred experience in a Physical Medicine and Rehabilitation, Specialty, or PACT like multidisciplinary and highly active clinic area or CBOC Subject matter expert in VHA Outpatient Scheduling Directive, proficient in all aspects of scheduling, sustained passing scheduling audits and including but not limited to ICB, consult and return to clinic management and provides excellent customer Customer Service Be able to work with others as part of a diverse team, independently, be very professional, accountable and timely Experience in organizing work, setting priorities, delegating tasks and responsibilities, developing, training and overseeing collateral duties similar to PMR aide collateral duties Able to manage staffing requirements and follow-up on pending issues and demonstrates understanding of the impact of incomplete work across the service Able to provide notification of patient arrival of appointments to providers, do daily safety checks including temperature checks, restocking and sending laundry for cleaning, ordering/receiving PPE or prosthetics and entering work orders, and monitoring checklists and duties weekly/bi-weekly and monthly Timekeeping experience and proficient in Microsoft Word and Excel References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679.The full performance level of this vacancy is GS-7. Physical Requirements: Work requires some standing, but for the most part, the employee is sitting with intermittent walking, bending, lifting and carry supplies which weighs less than 15 pounds.

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.

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.

Contacts

• Address John L McClellan Memorial Veterans' Hospital 4300 West Seventh Street Little Rock, AR 72205 US
• Name: Kathy Girndt
• Phone: (501) 297-2221
• Email: [email protected]