The VA New Jersey Health Care System is currently recruiting for one(1) Lead Medical Support Assistant for Community Care Scheduling located in the Business Office. The Lead Medical Support Assistant is responsible for ensuring accurate and timely scheduling of non-VA Care appointments; providing guidance and leadership to the non-VA Care Scheduling MSAs; conducting ongoing reviews to ensure quality of work; develop and training and setting priorities to ensure timely completion of duties.

Duties

The Lead Medical Support Assistant is responsible for ensuring accurate and timely scheduling of Non-VA Care appointments; providing guidance and leadership to the Non VA Care Scheduling clerks; conducting ongoing reviews to ensure quality of work; development and training, collecting data, running reports, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone clarification, referral and problem resolution, skill in communicating with others in order to meet the caller's needs review scheduling data with the supervisor to ensure the reports are complete and accurate. The Lead (MSA) is responsible for providing guidance and leadership to (16) Advanced Medical Support Assistants as well ensuring assistance to Veterans; providing a smooth process for the management of his/her Non-VA outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by working with a variety of staff within the facility including the Clinical side of Community Care and including in house and Non-VA physicians, physician assistants, nurses, nursing support staff, and other members of the medical facility who provide patient care. The Lead MSA will spend their time on the "floor" handling incoming calls, consults, and scheduling Non VA Appointments within the VistA, HSRM package; time will be spent monitoring, coaching and performing administrative support duties; time will be spent monitoring Community Care Consults and tracking appointments/ authorizations. Interacting with the Third Party Administrator (TPA) OPTUM for Non-VA Providers in the HSRM portal, CPRS, PPMS, Vista and GUI along with other established communication means; faxing documentation retrieving information from TPA and ensuring completion of notes/consults in the patient's medical record. The incumbent will also track, trend, and compile data to report to hospital leadership on a regular or as needed basis. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, ensures the database integrity by monitoring for accuracy and completeness, creating and maintaining staff work schedules, orienting and providing or on the-job training for new and current staff, ensuring all training requirements are met, knowledge of 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, gives guidance and initiates action as appropriate. Applies knowledge of medical terminology. Demonstrates advanced knowledge of medical terminology to be able to communicate effectively with both professional and non-professional employees. Maintains patient confidentiality with written and verbal information per HIPAA requirements. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides assistance to (16) Advanced MSA's, Veterans and their families with questions or concerns. Communicates effectively, both orally and in writing. May be called upon to present Non-VA care consult information. Must have excellent customer service skills. Ability to provide staff development and training. Acts as coach/trainer to the Advanced MSA's. Work Schedule: M - F, 8:00am-4:30pm Compressed/Flexible:Not available Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 21P99-0 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): 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. 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: 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 leading MSAs or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower 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. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS7 to GS7. Physical Requirements: Most work is performed in an office setting, primarily while seated. The incumbent will spend their time on the "floor" handling incoming calls, consults and scheduling non-VA appointments providing guidance and leadership to (16) Advanced Medical Support Assistants as well as ensuring assistance to Veterans.

Education

There is no educational substitution for this grade level.

Contacts

• Address VA New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: Keisha Smith
• Phone: 520-339-8112
• Email: [email protected]