The incumbent serves as a Lead Medical Support Assistant (MSA) and performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Mental Health Integrated Community Care (MH ICC) in the Fargo VA Health Care System (VAHCS), including all Community Based Outpatient Clinics (CBOCs).

Duties

Major duties include, but are not limited to, the following: Monitors and makes work assignments and coordinates coverage at all workstations, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Responsible for coordination of clinic flow, establishment of outpatient clinics, workload capture, and other administrative support functions associated with the day-to-day clinic operation. Manage clinic scheduling by establishing new clinics, canceling clinics and opening clinics, and canceling and rescheduling patient appointments. Assists the supervisor in monitoring and ensuring the integrity of various databases, to include the electronic wait list (EWL), consult management, encounter action required, recall reminder management, the Insurance Capture Buffer (ICB) system, and other reports and data used in the management of administrative and customer service within the servicer line. Responsible for ensuring front line scheduling staff understand and appropriately utilize the administrative support packages, to include scheduling, EWL, consult management, preregistration, clinic appointment profiles, information security, recall reminder software, insurance capture, and other critical administrative processes. Performs essential functions of the other service line MSAs on a relief basis during periods of absence or leave. Interprets outpatient policies to patients, their families, agency employees, and Veterans' organizations. Assignments at this level include, but are not limited to: ensuring coverage of all areas of responsibility, conducting ongoing reviews and audits 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, and acting as liaison between MSAs and other staff in order to resolve day to day conflicts. Work Schedule: Monday-Friday, 7:30am-4:00pm Telework: Ad Hoc available Virtual: This is not a virtual position Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Preferred Experience: 3 years of scheduling experience working as a GS-6 AMSA in a VA clinical setting. Significant customer service, scheduling, educating and training new staff. BASIC REQUIREMENTS. a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. Experience and Education. (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. c. Certification. None required. d. Grandfathering Provision. 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). Lead Medical Support Assistant, GS-7 1. Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Acquired advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Acquired advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc. Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND 2. 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. 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. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. References: VA Handbook 5005/117, PART II, APPENDIX G45

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 Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Callie Ross
• Phone: 515-699-5999 X23791
• Email: [email protected]