The incumbent works at the VA Palo Alto Health Care System in one of the Divisions: Palo Alto, Livermore, or Menlo Park. The position is organizationally aligned under Nursing Service and is expected to work closely with all members of the health care team, receiving program direction and guidance from the team's leadership - MSA Supervisor, Nurse Manager and/or Medical Director. The VAPAHCS uses a practice group concept that combines managed care and primary care treatment models.

Duties

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; monitoring the call-out line, conducting ongoing reviews/audits to ensure quality of MSA 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; acting as liaison between MSA and clinical/support staff in order 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. The Lead MSA will: instruct employees in specific tasks and job techniques and make available written instructions, reference materials, and Standard Works; provide unit orientation and give on-the- job training to new employees; maintain a current knowledge to advise and answer questions of other employees on procedures, policies, directives, Standard Works etc.; provide immediate feedback to MSAs deviating from established standards; refer to Supervisor questions or matters not covered by standards and problems in meeting performance standards; report to Supervisor on performance, progress, problems and training needs of employees; provide information to Supervisor concerning reassignment, recognition of outstanding performance, and personnel needs; resolve simple, informal complaints of employees and refer others to Supervisor; inform employees of available services and employee activities. The Lead MSA continually monitors the telephone system activity to ensure timely response to incoming calls. He/she notifies the Supervisor if waiting times or calls holding exceed the standard, and when aware of other significant problems. The Lead MSA actively participates in planning, problem identification and resolution, and process improvement through multi-disciplinary program meetings. He/she works with the Supervisor to assure all Joint Commission standards are met. Other duties include, and but not limited to: - Maintaining working knowledge and understanding the operation of VISTA, CPRS, BMS, ICB, EDIS systems - Correcting patient movement errors - Coordinating and assisting with all emergency situations (codes, power/system failure, weather, security, etc.) - Being consistently available for communication on: Vocera, Teams, Outlook, VA issued cell phone - Ordering, delivering, and managing supplies - Escalating unresolved work orders/requests (IT, facilities, equipment, EMS) - Monitoring working conditions such as seating, ventilation, lighting, safety, etc. - Supporting the SIM model and participating in continuous process improvement - Designing training materials and spreadsheets necessary for tracking work progress in the unit by using MS Word, Excel, and/or PowerPoint. - Referring calls appropriately by using knowledge of medical terminology. - Use of highly developed oral and written communication skills. - Maintaining working knowledge of interviewing techniques and fundamental principles of interpersonal communication to enable incumbent to determine the nature of internal and external customer needs. Practicing diplomacy in dealing with all customers, both from within and outside of VAPAHCS, and in dealing with unit staff. - Scheduling Duties - The incumbent schedules clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. The incumbent follows nationally established business rules to schedule appointments for veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). The incumbent completes the mandatory national and local training requirements for the outpatient scheduling process. Work Schedule: Shiftwork in 24/7 Units 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

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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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 Determinations: GS-7, Lead MSA Experience. One year of experience equivalent to the next lower grade (GS-06) level. In addition to the one year of specialized experience at the next lowest grade (GS-06) level, candidates must demonstrate the below KSAs: 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. 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. References: VA Handbook 5005/53 Part II, Appendix G45 which can be found in your local Human Resources Office. The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to perform portions of the work. However, there is a periodic walking, standing, bending, and lifting. No special physical demands are required to perform the work.

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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]