This Lead Medical Support Assistant (LMSA) position is in the Medical Administration Service of the Gulf Coast Veterans Health Care System.

Duties

Position(s) are physically located at the Gulf Coast Veterans Health Care System located in Biloxi, MS, Mobile Community Based Outpatient Clinic located in Mobile, AL and Pensacola Joint Ambulatory Care Center located in Pensacola, FL. Select all locations you are willing to consider. Once selected for a specific location as indicated in your application, changes in assigned location after selection will not be considered. The LMSA position provides medical administrative support to primary care and specialty care clinics, ward administration, call center, and the business office and is an integral member to effectively carry out day-to-day administrative clinic support operations in the area assigned. The primary duties of a LMSA include but are not limited to: 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. 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. Ensures 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. Is a working lead and will be assigned to work alongside other MSAs. Serves as Acting Supervisor in the absence of the Supervisory, Medical Support Assistant. The LMSA will not take disciplinary action or approve leave. Serves as a trainer for MSAs and AMSAs. Monitors the work of new and experienced MSA staff and confer with the Supervisory, Medical Support Assistant in developing action plans to improve performance, processes and procedures to promote efficient and effective clinic operations in compliance with established MAS and health care system's standard operating procedures. Responsible for maintaining, running, trending, tracking, printing and presenting special and required reports that reflect overall clinic operations and efficiency. Schedules appointments, including interpreting and verifying provider directed orders in accordance with VHA national scheduling guidelines and provides general guidance to MSAs in training or requesting assistance. Cancels and re-schedules Veteran's appointments and/or consults; enters no-show information; monitors the electronic wait list; prepares for clinic visits; monitors both inpatient and outpatient appointments for areas of responsibility; Ensures encounter forms are completed in order to obtain appropriate workload credit; Verifies and updates demographics and insurance information; Processes all emergency and non?emergency transfers to other VA facilities or private hospitals; Performs basic eligibility, co-pays and preauthorization requirements for specific coverage. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number. The patient may also present the Veterans Identification Card (VHIC) for identification. Uses each interaction with the Veteran 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 Veteran by phone due to incorrect number. Explains the VA' s mandate to collect insurance information to Veterans, their families, and other eligible Veterans. Collects, scans, and updates health insurance information serving a major role in the revenue process. Promotes Veteran registration for and utilization of My HealtheVet (MHV). Sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with staff and Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Work Schedule: Monday- Friday 8:00am-4:30pm or 8:30am-5:00pm, hours will be discussed during interview. Functional Statement #:520-00199-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: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Decision Making Skills - Serves as subject matter expert who is able to build trust by making quick, accurate decisions after weighing relevant options. 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-07. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. May occasionally have to walk some distance to a meeting.

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 Biloxi VA Medical Center 400 Veterans Avenue Biloxi, MS 39531 US
• Name: Cynthia McLeod
• Phone: (757) 749-4965
• Email: [email protected]