The James J. Peters VA Medical Center is currently recruiting for 8 Lead Medical Support Assistants for the Health Administrative service. 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.

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. The LEAD was established to ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work of the MSA. The LEAD coordinates with the Clinical Team to review the clinic utilization by using various reports , 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, VA medical centers, and other agencies . Other assignments at this level include but are not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic wait list. The LEAD is responsible for sending and receiving daily assignments to the MSA daily. The LEAD manages the time sensitive appointments, high risk and consults submissions. The LEAD will also monitor emergent clinic cancellation to coordinate care with proper Clinical Team and leadership. Preparing paperwork requested by the Veteran and/ or Providers. Coordinates information exchange/obtains medical records for co-managed patients. The LEAD manages appointments scheduling including EWL, RECALL, RTC's, Consults, Imaging, VeText, Audio Care, etc. The LEAD will provide administrative support for the Veterans Eligibility process when required. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; evaluating patient information and clinic schedule lists to determine whether a patient is vested; educating providers about shared patients who may be receiving care at multiple VAs or in the community, the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, and customer service. The LEAD will provide input to the supervisor of the employee regarding the employees' competencies with regards to scheduling and administrative data entry. The LEAD participates in developing supplemental training to address identified employee deficiencies. Incumbent may be asked to develop and/or conduct training to specific medical center populations on additional topics such as but not limited to customer service skills, medical center initiatives and performance measures, current systems redesign projects applicable to the HAS operations, basic eligibility and enrollment, and beneficiary travel. Monitors and audits completed by the incumbent will influence decisions made by managers at various levels within the medical center and at the network level concerning the medical center's internal administrative operations. The incumbent(s) must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV). The LEAD will assist the Supervisor and Trainers with the training of staff and correcting scheduling errors and provide necessary feedback for the veteran's care. The LEAD may be required to cover the front desk or another PACT team at a given time for coverage. Work Schedule: Monday-Friday 8am - 4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: 38269F Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: Citizenship: United states Citizen English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Experience. Six months of 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. 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. GRADE REQUIREMENTS. a. Creditable Experience 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. 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. Grade Determinations: In addition to the basic requirements for employment listed in paragraph 3 above, the following education and experience criteria must be met when determining the grade of candidates: 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. The full performance level of this occupational series if GS-7. The grade in which someone can be selected for this vacancy is GS-7. Reference: A HANDBOOK 5005/117 PART II APPENDIX G45

Education

There is no educational substitution for this grade level.

Contacts

• Address Bronx VA Medical Center 130 West Kingsbridge Rd. Bronx, NY 10468 US
• Name: Patrisia Cambi
• Phone: 718-741-4000
• Email: [email protected]