The Lead Medical Support Assistant (MSA) position serves as the Lead Clerk for all Medical Support Assistant (MSA) staff within primary care and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative. Patient care is delivered in a team-based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider.

Duties

Monitors and makes work assignments Provides input on performance Resolves daily workplace issues and maintains efficient workflow Assuring coverage of all areas of responsibility Conducting ongoing reviews to ensure quality of work Ensuring accurate and timely scheduling of appointments Providing guidance to staff members to include changes in policies and procedures Distributing and balancing workload Creating and maintaining employee work schedules Orienting and providing on-the-job training for new and current employees Ensuring all training requirements are met Organizing the work structure of his/her assigned areas Acting as liaison between MSA and staff in order to resolve day to day conflicts Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, C&P) 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 Supports patient safety standards using the correct Veterans Affairs directive guidelines for identification of all patients, understanding the proper use of primary, secondary sources of identification and challenge questions When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process Contributes to the revenue collection process by identifying patients with third party insurance Promotes veteran registration for and utilization of MyHealtheVet (MHV) Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities The Lead MSA may be asked to participate in the PACT daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent will rotate this to assure all MSA staff is in attendance and understands the process The Lead MSA provides back up coverage to the supervisor, coordinating staff coverage, working with supervisor for leave coverage plans ensuring all areas are appropriately staffed and serves as a POC for any issues that arise during the supervisors absence, in coordination with other MSA supervisors and/or department manager Performs other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21T09-A Relocation/Recruitment Incentives: 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. To qualify for this position, applicants must meet all requirements by the closing date of this announcement. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. 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 3j. Grade Determinations: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Creditable Experience 1)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]. (2) 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. (3) Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. Lead Medical Support Assistant, GS-7 Experience: One year of experience equivalent to the GS-6 grade level. Specialized Experience: The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Specialized experience is work that has been performed independently as it relates to AMSA's, which includes: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of medical appointments; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between AMSA's and staff in order to resolve day-to-day conflicts. 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: 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. Condition of employment is as follows: Must have completed or be able to pass the national scheduling training competency and exam within 90 days of employment References: VA Handbook 5005/ 117 Appendix G45 reference and appropriate VA Qualification Standard. The full performance level of this vacancy is GS-7. Physical Requirements: The work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone and data entry in VISTA/CPRS.

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 Canandaigua VA Medical Center 400 Fort Hill Ave Canandaigua, NY 14424 US
• Name: Stephen Jones
• Phone: 315-425-3791
• Email: [email protected]