This Lead Medical Support Assistant position is in the Medical Service at the VA Boston Healthcare System at the Jamaica Plain campus. This position is full-time at 40 hours per week.

Duties

The position serves as the Lead Advanced Medical Support Assistant in the Medical Service at VA Boston Healthcare System. S/He uses initiative in completing recurring assignments independently and without specific instructions, but refers deviations, problems and unfamiliar situations to the supervisor for assistance. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (in this instance, in a Specialty Care Setting). The employee works closely with the staff in the outpatient clinic areas to ensure that the direct activities related to the day to day scheduling and care of patients are maintained. The work requires knowledge of various policies and procedures relating to the business rules regarding Scheduling, Clinical Access and the proper flow of work within the team contributes significantly to the daily business activities. Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the outpatient visit. Monitors clinic's Access to care. Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff. Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package. Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management. Screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes. Prepares correspondence and memos as needed. Promotes Veteran registration for and utilization of HealtheVet (MHV). Updates all patient demographics as appropriate. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly, and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. The incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly. Incumbent will conduct ongoing audits to ensure quality of work for accurate and timely scheduling of appointments. Makes recommendation for reassignments, recognition for outstanding performance and other personnel needs. Orienting and providing on the job training for new and current employees. Work Schedule: Monday-Friday, 8:00am-4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: F01612 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. Basic Requirements: United States Citizenship Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency: Must be proficient in spoken and written English. 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: GS-7 (a) Experience One year of experience equivalent to the [GS-6] grade level. (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.] 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. (c) 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. References: VA HANDBOOK 5005/117 PART II APPENDIX G, page II.

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 VA Boston Healthcare System 940 Belmont Street Brockton, MA 02301 US
• Name: Lassissa Zachary
• Phone: 404-414-9079
• Email: [email protected]