The primary purpose is to lead the administrative functions and activities in Community & Managed Care. The performs administrative duties associated with community care referrals. The lead has administrative independence to monitor and makes work assignments, provide input on performance, develop Lead Advanced Medical Support Assistant standardized operating procedures, develop and provide staff training, resolve daily workplace issues and maintain efficient workflow.

Duties

The position is at the full performance level and is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), at the Northern Arizona VA Health Care System in the Community & Managed Care (CMC) Service Line. The Lead is organizationally located in CMC which is aligned under the Chief of Staff of the NAVAHCS. The support provided relieves the Service Line Manager, Program Specialist, Program Analyst, RN Manager, Assistant RN Managers MSA Supervisor and Midlevel providers in the CMC Service Line of routine administrative tasks. Incumbent is considered to be an authority, as Lead, by staff and providers within and outside the Service Line, as well as by employee and Veterans. Advises regarding governing regulations for process of community care referrals. Duties include database management and data extraction and manipulation. The Lead is directly accountable, and has the knowledge, skills, and ability to serve as an autonomous extension, to the Supervisor (GS-8) of the Community & Managed Care Service Line. Works closely with the Program Analyst (GS-12) to make system changes, granting computer access and addressing processes. Incumbent also works closely with the Program Specialist (GS-11) on authorizations for billing and, provider relations.Co-leads the Community Care Administrative Department which consists of 67 employees (ranging from GS-4 to GS-6). The area of responsibility is the mail distribution, reception/main telephone line, scanning and indexing of community care medical records, 72 hour notification and inpatients (emergency/preauthorized care), contract dialysis, emergency and non-emergency care, preauthorized inpatient care, staff training and education, data and information management and retrieval, audits, demographics and insurance capture, minor computer/fax/printer/scanning related issues and patient complaints. Providing guidance and technical direction necessary for accomplishing work of these units. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of community care referrals; providing guidance to staff members to include changes in policies and procedures for consult processes;; distributing and balancing workload; creating and maintaining employee work assignments/schedules; orienting and providing on-the-job training for new and current employees backing up clinics, ensuring all training requirements are met; organizing the work structure of assigned areas; and acting as liaison between administrative staff, clinical staff, Third Party Administrator/Embedded staff and leadership in order to resolve day to day conflicts and extracting/compiling/distributing and presenting data and workload reports. Also is responsible for assisting in the directing, planning and administrative coordination of the daily administrative unit workflow. The workload is highly unpredictable and incumbent must be flexible and adaptive to remain responsive to multiple demands made by internal and external sources. The incumbent participates in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g. X-ray, lab work); participating and providing input in problem-solving on operational issues or procedures in team meetings; performing administrative follow-up actions; independently involved in team and service line level huddles by sharing information, giving instruction, providing training and collaborating with the medical team to assure continuity of care; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing issues and/or concerns to the attention of the provider. Based on high level supportive coordination skills, the incumbent performs daily duties that are integral to the success of the facility's multidisciplinary medical team establishing this incumbent as a key contact for Veterans, Veterans' families, VA staff and community providers for specialty care, providing information and assistance and acting upon multifaceted administrative matters in the Veterans' and other stakeholders' interest. Work Schedule: Monday - Friday 8:00 am thru 4:30 pm 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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Must speak and write English proficiently 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. Certification. None required. 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) 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: 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. Preferred Experience: VA Community Care process knowledge with authorizations and computer programs such as Health Share Referral Manager (HSRM), CPRS, Consult Tracking Manager (CTM) References: VA HANDBOOK 5005/117, PART II, APPENDIX G45The full performance level of this vacancy is 7. The actual grade at which an applicant may be selected for this vacancy is in the range of 7 to 7. Physical Requirements: See VA Directive and Handbook 5019.

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 Bob Stump VA Medical Center 500 Highway 89 North Prescott, AZ 86313 US
• Name: Linda Guevara
• Phone: 281-546-0032
• Email: [email protected]