The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinic) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA/MSA staff for one or more outpatient clinics.

Duties

The Lead AMSA is responsible for entering new patients into the Patient Care Management Module (PCMM) and the following within their assigned team: Major duties include, but not limited to: Ongoing, continuous care of one or more assigned panel(s) of Veterans. Utilizing all available tools, such as registries, to enable effective and efficient identification and intervention of individual patients and cohorts. Ensuring appropriate evaluation and access is provided to patients assigned to the patient panel. Functioning at the full extent of the team member's relevant clinical privileges, credentials, scopes of practice, elements of practice, certification, functional statement, position description, or other VHA or local facility approved documentation of competency. Participating in team performance improvement and sustainment activities to optimize team efficiency and care delivery to patients. Implementing primary care operations management processes, as appropriate. Managing communications and facilitating safe transitions of patients between the interdisciplinary coordinated/PACT's site of care and other health care settings, using informal and formal communication methods, as appropriate. Engaging patients in using health care, encouraging patients to engage personal support persons, receiving input from patients and personal support persons regarding VA care. Using formal and informal communications that are respectful, effective, timely, and bidirectional with all team members (including the patient and personal support persons) to convey significant, clinically relevant information for the care of the patient. Collaborating with informatics technology staff to develop and implement systematized, electronically supported, standardized, tools to support interdisciplinary coordinated/PACT care delivery processes (e.g., pre-visit reminder calls, post-hospitalization follow-up calls, recall scheduling procedures, new patient orientation, disease registries and primary care protocols for chronic disease management). Providing clerical support and administrative functions to interdisciplinary coordinated/PACT staff. Collaborating with interdisciplinary coordinated/PACT staff to incorporate the logistical elements of care coordination into comprehensive care management plans. Providing guidance and direction to patients and personal support persons for navigating the VA health care system and administrative functions in VA. Coordinating care for patients assigned to the interdisciplinary coordinated/PACT. 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 (VIC) for identification. When assisting the AMSA/MSA staff in the check-in process, he/she must use each interaction with the patient 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 patient by phone due to incorrect number. Work Schedule: Monday - Friday; 7:30am - 4:00pm or 8:00am - 4:30pm 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

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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; Education: One year above high school; 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 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). Preferred Experience: 6 months to 1year or more of creditable experience using VISTA, CPRS, VISTA GUI, and/or other VHA electronic health record 1 year or more of administrative experience health care settings preferred Knowledge of HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience Work independently in the accomplishment of a wide variety of duties performing patient support work= Experience in medical terminology and ability to lead people Grade Determinations: GS-07: One year of experience equivalent to the GS-06 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. In addition to the requirements listed above, candidates must demonstrate the following Knowledge, Skills and Abilities (KSAs): a. 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. b. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. c. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. d. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. e. Ability to provide staff development and training. f. 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 assists the unit with complex and non-standard procedures, including operating room flow processes related to access to care across multiple 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 Surgical 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, Part II, Appendix G45, dated 08/01/2019. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: "The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds."

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]